Service Manager - USA

Service Manager

Location: Charlotte, North Carolina, USA
Company: MasterMover Inc.
Reports to: Global Service Director
Bonus: Annual performance-related bonus

Lead Service Excellence at MasterMover

MasterMover is a world-leading manufacturer of electric tug solutions, helping organisations move heavy, large and unconventional loads safely and efficiently. Our innovative products are trusted by customers across manufacturing, aerospace, automotive, logistics, healthcare and many other industries worldwide.

As we continue to grow, we are looking for an experienced and ambitious Service Manager to lead our USA Service operation and play a key role in delivering exceptional customer support, operational excellence and profitable aftermarket growth.

The Opportunity

This is a leadership role for someone who thrives on developing high-performing teams, improving operational performance and creating outstanding customer experiences.

You will be responsible for leading and developing the USA Service team, ensuring resources are effectively deployed, service standards are consistently met and key performance indicators are achieved. Working closely with Sales, Operations and our global service leadership team, you will help drive customer satisfaction, aftermarket revenue growth and service excellence across the region.

Key Responsibilities

• Lead, coach and develop the USA technical support and service team.

• Drive implementation of global service strategies and operational standards.

• Develop and execute regional service plans that improve customer satisfaction, efficiency and profitability.

• Manage and develop Service Partners, including performance reviews and capability improvement initiatives.

• Monitor and improve service KPIs and operational performance.

• Own and deliver annual aftermarket parts sales targets.

• Manage service contracts, warranties and customer support agreements.

• Act as the escalation point for critical customer service issues.

• Collaborate with regional sales teams to support customer success, new product introductions and demonstrations.

• Oversee regional machine warehouse operations, inventory and logistics.

• Ensure the right parts and resources are available to support customers and Service Partners.

What We're Looking For

Essential

• 5+ years' experience in service management.

• Proven experience leading technical support or service teams.

• Strong track record of managing KPIs and driving operational performance.

• Experience managing external service partners or third-party providers.

• Customer-focused approach with experience handling complex escalations.

• Strong commercial awareness and business acumen.

Desirable

• Experience within a manufacturing, engineering or industrial service environment.

• Knowledge of CRM systems and service management tools.

• Experience working within a global organisation.

• Lean, Six Sigma or continuous improvement training.

• Project management experience.

The Ideal Candidate