Customer Care Manager - Service & Support

Join a global industrial equipment manufacturer as Customer Care Manager – Service & Support to act as the primary point of contact for customers across service and support.

 

You’ll own the customer experience for service issues, spare parts requests, warranty/credit claims, corrective actions, invoicing, and status updates – while leading a field service and parts coordination team.

 

WHAT YOU’LL BE DOING

 

Customer ownership & issue resolution

• Serve as the primary contact for a defined customer region and internal sales partners
• Proactively plan customer meetings to resolve major service or systemic issues (typically 1–30 day duration)
• Create action plans with measurable commitments and escalate major issues when needed
• Coordinate with internal teams to ensure timely, confident customer communication
• Service & spare parts order-to-cash

Provide service and spare parts quotations via ERP (SAP)

Maintain accurate backlog visibility and optimize scheduling/deployment using workforce/scheduling tools

Lead weekly invoicing and cost reviews; ensure accuracy and appropriate allocation
Monitor KPI performance and report metrics to leadership monthly

Team leadership

• Directly lead field service engineers (approx. 15–20) and spare parts coordinators (approx. 2–4)
• Drive training and capability development (training matrix/schedule)
• Own performance management, goal setting, reviews, coaching, and approvals (including expenses)

SKILLS YOU NEED

• Proven experience owning customer service/support outcomes in a technical/manufacturing environment
• Leadership experience managing and motivating teams; strong accountability and prioritisation
• Comfortable working across service issues, parts, invoicing, warranty/claims, and corrective actions
• Strong systems aptitude (ERP/CRM; SAP experience preferred) and Microsoft Office proficiency
• Confident communicator able to manage complex issues with incomplete information

Education & experience

• Bachelor’s degree preferred (Engineering, Operations, Business) or equivalent combination (e.g., Associate + significant relevant experience)

TO APPLY

Submit your application for the Customer Care Manager – Service & Support job using the application form below. Your submission will be sent to Jordan King.

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