Customer Care Manager – Service & Support
Listed on 2026-10-30
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Customer Service/HelpDesk
Client Relationship Management
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 DOINGCustomer 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 escalated 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)
- 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)
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