Director of Customer Support, Service

Company Description

BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intralogistics leader, where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!

Job Description

Role Purpose

We are seeking a highly experienced and strategic Director of Service to lead our aftermarket and service business across North America. This leadership role is responsible for defining and executing service strategies that drive operational excellence, revenue growth, and long-term customer partnerships within BEUMER Group’s Customer Support Product Business Portfolio. The successful candidate will bring deep expertise in one or more of the following industries: minerals and mining, petrochemical, cement, or heavy industry, and will oversee all aspects of service delivery—including technical support, warranty management, and lifecycle services—across our portfolio of filling, packaging, and palletizing systems (including stretch hood solutions) as well as bulk material handling solutions (bucket elevators, hot-material feeders, and overland conveyors). Leading a team of technical field and office-based professionals, the Director will be accountable for performance, safety, and financial outcomes while continuously enhancing service capabilities and expanding the value of BEUMER’s product business offerings.

Key Responsibilities

• Strategic Leadership & P&L Ownership
  • Develop and execute service strategies that align with BEUMER’s overall business objectives, ensuring continuous improvement and long-term growth in residential services.
  • Lead the Service organization with full P&L responsibility, driving profitable growth through spare parts, upgrades, modernization, retrofits, and service contracts.
  • Define and execute KPIs around equipment uptime, response time, MTTR, service contract attachment, and customer satisfaction.
  • Drive customer-focused initiatives to expand service offerings, increase contract penetration, and enhance spare parts and warranty sales.
  • Partner with Sales, Engineering, and Executive Leadership to develop proposals, service contracts, and lifecycle solutions that address customer needs and business opportunities.
  • Ensure alignment with company goals related to safety, quality, sustainability, and innovation.
• Operational Excellence
  • Provide full-circle management of service operations, including service contracts, warranty agreements, upgrades, preventive maintenance, and technical support.
  • Standardize service processes across installation, commissioning, maintenance, and troubleshooting for conveyors, filling, and palletizing equipment.
  • Ensure compliance with all safety standards (MSHA, OSHA, and petrochemical site regulations).
  • Implement digital tools for predictive maintenance, remote diagnostics, and lifecycle planning.
  • Monitor KPIs for service performance, customer satisfaction, and financial results; implement corrective actions where needed.
  • Maintain oversight of hotline support, ensuring effective tiered escalation processes and swift issue resolution.
  • Drive risk assessment and mitigation strategies to safeguard contract execution and customer relationships.
• Team Leadership
  • Build, mentor, and retain a high-performing service team, including regional managers, field service engineers, and support staff.
  • Foster a culture of safety, accountability, and continuous improvement.
  • Develop and implement training programs to strengthen technical expertise, safety awareness, and customer service excellence.
  • Ensure succession planning, workforce development, and talent retention to sustain organizational growth and resilience.
• Customer Engagement & Commercial Growth
  • Serve as the primary executive sponsor for strategic customers, ensuring high-quality lifecycle support.
  • Drive service sales including LTSA/SLAs, audits, modernization packages, and training programs.
  • Proactively engage with customers to identify opportunities for service improvements, upgrades, and future contracts.
  • Represent BEUMER Group in customer meetings, negotiations, and strategic reviews, ensuring a balance of customer satisfaction and business performance.

Annual compensation range: $140,000.00 - $150,000.00 annually

The posted salary range reflects the compensation the company reasonably expects to offer for