Senior Manager, Service and Support

Senior Manager, Service and Support

Location: Farmington, Utah

Job Type: Full-time

About Us: Cubiscan is an employee-owned (ESOP) technology company that develops innovative solutions for data collection, automation, logistics, and supply chain. With our experience, we guide our customers to solutions that help them be more efficient, profitable, and environmentally responsible. At Cubiscan, every eligible employee is a beneficial owner of the company. We pride ourselves on fostering a positive and inclusive work environment where every employee is valued and can grow with the company.

Cubiscan is seeking a Senior Manager, Service and Support to lead our global service and support organization - including field service, technical support, installations, and client success operations. This role will oversee all service and support managers, leads, and field technicians to ensure every Cubiscan system in the field operates at peak performance and every customer receives exceptional support. This leader will shape the strategy, culture, and processes of the service organization - driving operational excellence, client satisfaction, and revenue growth through service programs, renewals, and value-added offerings.

• Lead, coach, and develop service and support managers, field service leads, and technical teams to deliver world-class client experiences.
• Establish and manage department KPIs including response times, resolution rates, uptime, customer satisfaction, Net Promoter Score (NPS), and service-driven revenue.
• Build and refine scalable service models that align with Cubiscan's growing global customer base, distributor network, and automation partners.
• Collaborate cross-functionally with Sales, Engineering, Product, and Operations to ensure seamless client handoffs, system implementations, and issue resolution.
• Drive process improvement initiatives that reduce downtime, enhance customer experience, and increase revenue through expanded service contracts, software subscriptions, and upgrades.

• Oversee service delivery for new Cubiscan implementations, upgrades, and integrations across warehouse, logistics, and supply chain environments.
• Coordinate installation, maintenance, and technical support scheduling across teams and regions.
• Ensure adherence to Service Level Agreements (SLAs), warranty terms, and preventive maintenance programs.
• Maintain consistency in documentation, escalation paths, and field reporting across the service organization.
• Manage service order workflows, work orders, parts inventory, and technical reports for operational visibility and billing accuracy.
• Oversee after-hours and emergency support programs to maintain high system uptime.
• Partner with Finance and Sales to identify and execute revenue opportunities through renewals, service agreements, training programs, and field upgrades.

• Serve as the senior escalation point for key accounts, automation customers, and LTL carriers, ensuring high-quality service outcomes and proactive communication.
• Monitor and improve client satisfaction metrics through regular service reviews, performance reporting, and corrective action plans.
• Support training initiatives for internal teams, partners, and distributors on Cubiscan equipment, software, and troubleshooting best practices.
• Partner with Engineering and Product teams to capture service insights and feedback that inform product improvements and future development.
• Ensure the service organization contributes to customer retention and long-term revenue growth by deepening relationships and expanding Cubiscan's footprint within existing accounts.

• Bachelor's degree in Business, Supply Chain Management, Operations Management, Service Management, or a related field or equivalent professional experience. (Advanced degree preferred).
• 6–10 years of progressive experience in service management, customer support, or technical operations roles, with at least 3 years in leadership.
• Proven success leading distributed service teams (managers, leads, and field technicians)…