Service Support Manager

At Arbon Equipment, a Rite-Hite Company, your work makes an impact. We deliver industry-leading solutions that keep workplaces safe, productive, and efficient. When you join Arbon Equipment, you're not just selling or servicing equipment - you're building trusted partnerships with customers and growing your career with a company backed by the strength of Rite-Hite's global innovation.

The Service Support Manager leads a team of approximately 20 employees responsible for supporting North American service operations. This team processes field service orders, creates work orders, orders parts from vendors, issues purchase orders, and manages open orders through delivery so service work can be completed for customers.

This role is a critical operational support function for District Service teams. The ideal leader brings a strong people-leadership mindset, operational discipline, and a continuous improvement focus. Over the next year, this team will continue evolving from a primarily administrative order-processing function into a more proactive service support and purchasing operation focused on vendor accountability, order visibility, speed, accuracy, and improved service execution.

• Lead, coach, and develop a team of approximately 20 service support team members.
• Establish clear expectations, performance objectives, and accountability standards for the team.
• Create and maintain regular team rhythms, including huddles, one-on-ones, workload reviews, and performance check-ins.
• Build a positive, team-oriented culture focused on urgency, accuracy, accountability, and customer service.
• Identify training needs, create development plans, and support cross-training across key order management and purchasing processes.
• Address performance issues, team conflict, and process adherence gaps in a timely and constructive manner.

• Oversee the team responsible for supporting North American field service operations through order processing, work order creation, parts ordering, and order follow-up.
• Ensure service requests and field-submitted orders are processed accurately and in a timely manner.
• Support District Service teams by ensuring work orders, parts orders, and required information are complete and properly managed.
• Monitor work queues and open orders to ensure service work is not delayed due to administrative or purchasing breakdowns.
• Maintain a strong focus on internal customer service, ensuring District teams receive timely updates and effective support.

• Oversee the process of ordering parts from vendors and issuing purchase orders.
• Manage open purchase orders and vendor follow-up to ensure parts are delivered as quickly and reliably as possible.
• Establish expectations for vendor responsiveness, order confirmation, delivery timelines, and communication quality.
• Track vendor performance and elevate recurring issues related to delays, poor communication, backorders, or missed commitments.
• Partner with Supply Chain, Operations, and District teams to improve vendor accountability and reduce service delays.
• Help shift the team from reactive order follow-up to proactive purchasing management and vendor performance tracking.

• Evaluate current order management and purchasing workflows to identify inefficiencies, bottlenecks, and rework.
• Lead continuous improvement efforts to streamline processes, improve speed, reduce errors, and create better visibility for District teams.
• Develop and maintain standard work, SOPs, checklists, training guides, and escalation paths.
• Use data and performance metrics to manage priorities, identify root causes, and improve team performance.
• Partner with systems, operations, supply chain, and field leadership to improve tools, reporting, and process automation where possible.
• Drive a culture of continuous improvement where the team regularly looks for better ways to support the business and the customer.

• Work closely with District Service Operations, field leadership, administrative teams, supply chain, vendors, and other support…