Director, Service Management & Hotline Operations, Customer Support

Company Description

BEUMER Group is an international leader in intralogistics, specializing in conveying, loading, palletising, packaging, sortation, and distribution technology across a wide range of industries, including airports, e-commerce, warehousing & distribution, and bulk material handling. We offer the right solution for nearly every logistics challenge. As a family‑owned company, BEUMER combines tradition with innovation. We are proud of what our employees create each day.

Integrity, Inspiration, Quality and Teamwork!

The Director, Service Management & Hotline Operations, is responsible for driving excellence in customer support, service delivery, issue resolution, and escalation management across all business verticals. This role leads the Service Management function and provides oversight of the Hotline team to ensure a consistent, responsive, and high‑quality customer support experience aligned with organizational goals.

• Lead, mentor, and develop the Service Management team and Hotline team, fostering a culture of accountability, urgency, collaboration, and continuous improvement
• Set clear performance objectives and provide ongoing coaching, feedback, and support
• Drive employee engagement, professional growth, and stronger role clarity within the team
• Establish standard operating rhythms for team reviews, escalation meetings, customer issue reviews, and performance management
• Build a service culture focused on responsiveness, ownership, follow‑through, and customer confidence

• Oversee Service Management and Hotline processes across all business verticals, ensuring consistency and alignment with company standards
• Own the customer issue lifecycle from first contact through resolution, escalation, communication, and follow‑up
• Monitor and improve service performance metrics, including SLAs, KPIs, response times, resolution rates, backlog, escalation aging, and repeat issues
• Ensure effective incident management, problem management, escalation management, and knowledge management practices
• Define clear intake, triage, prioritization, escalation, and closure processes for Hotline and Service Management activities
• Establish response expectations based on customer criticality, contract coverage, and operational impact
• Ensure major customer issues have clear ownership, action plans, communication cadence, and closure criteria
• Improve ticket quality, documentation, issue classification, root cause capture, and handoff discipline

• Champion a customer‑centric mindset across the service organization
• Act as an escalation point for critical customer issues and ensure timely resolution
• Partner with customers and internal stakeholders to understand needs, resolve issues, and improve service offerings
• Lead service recovery efforts for escalated or high‑risk customer accounts
• Establish consistent customer operating rhythms, including weekly reviews, monthly performance reviews, quarterly business reviews, and executive escalation routines
• Create customer‑level service plans that include open issues, installed base risks, recurring problems, support gaps, contract obligations, parts needs, and modernization opportunities
• Improve customer communication during critical incidents, service recovery efforts, and ongoing support activities

• Identify opportunities to streamline operations and implement best practices across Service Management and Hotline Operations
• Drive continuous improvement initiatives using data‑driven insights from tickets, customer feedback, escalations, and service performance trends
• Support the development and execution of service strategies aligned with business objectives
• Use Hotline and Service Management data to identify recurring issues, systemic risks, training needs, product concerns, and site‑specific support gaps
• Implement ITIL‑aligned practices where appropriate, including incident management, problem management, escalation management, and knowledge management
• Convert lessons learned from major issues into process improvements, training updates, preventive…