Service Support Manager
On-site · Charlotte, North Carolina, United States or Seven Springs, North Carolina, United States
Job Summary
Service Support Manager leads a team of ~20 to support North American field service operations by processing field service orders, creating work orders, ordering parts from vendors, issuing purchase orders, and managing open orders through delivery. The role focuses on vendor accountability, order visibility, speed, accuracy, and improved service execution, with a transition from administrative order processing to proactive purchasing management. Core activities include people leadership, coaching and development, establishing performance objectives, and maintaining team rhythms; overseeing order processing, work order creation, parts ordering, and order follow-up; vendor management, supplier performance tracking, and escalation of issues; and driving process improvement, standard work, SOPs, and automation in collaboration with ERP/CRM/order-management systems. The ideal candidate has a Bachelor's degree (preferred), 5+ years in service support/order management/purchasing, 3+ years leading a team, experience with high-volume workflows, and familiarity with ERP/CRM tools (Salesforce, ServiceMax, JDE EnterpriseOne is a plus), plus strong communication and problem-solving capabilities.
Required Qualifications
- Bachelor’s degree preferred in Business Administration, Operations Management, Supply chain, or related field
- 5+ years of experience in service support, order management, purchasing, procurement support, customer service operations, or related operational support
- 3+ years of experience leading a team in centralized support, service operations, purchasing, or order management
- Experience managing high-volume transactional workflows with emphasis on accuracy and timeliness
- Strong understanding of purchase orders, vendor follow-up, order lifecycle management, and operational support processes
- Experience with ERP, CRM, or order management systems; Salesforce, ServiceMax, or JDE EnterpriseOne is a plus
- Strong analytical and problem-solving skills; data-driven performance management
- Continuous improvement experience including Lean, Kaizen, process mapping, or standard work development (preferred)
- Excellent communication skills across field operations, vendors, procurement, and leadership
- Direct supervision of 20 administrative staff
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