Senior Manager - Customer Support (Service Delivery)

Job description

At BEUMER Group, we deliver innovative automated systems that keep airports, logistics operations, and critical supply chains moving. We are seeking an experienced and technically capable leader to join our Customer Support team as Senior Manager – Customer Support (Service Delivery) . This is a key leadership role responsible for the delivery of technical customer support services across Australia and New Zealand, leading engineering and service delivery teams to ensure exceptional operational performance, customer satisfaction, and long-term system reliability. The role combines technical leadership, operational excellence, and strategic stakeholder management across airport and logistics environments. As the Senior Manager – Customer Support (Service Delivery), you will lead a diverse team of field service, resident site, mechanical, and commissioning engineers, ensuring the successful delivery of maintenance, troubleshooting, system optimisation, and lifecycle support activities. You will work at the intersection of engineering, operations, and customer support, driving service excellence while developing strong customer relationships and continuously improving performance across the ANZ region Key Responsibilities Lead and develop technical service delivery teams across Australia and New Zealand. Oversee maintenance, fault diagnosis, troubleshooting, and performance of installed systems. Ensure service delivery meets contractual obligations, service level agreements (SLAs), and uptime targets. Act as the escalation point for complex technical and operational issues. Monitor and improve service performance metrics, operational KPIs, and system reliability. Drive continuous improvement initiatives to enhance service quality, efficiency, and customer outcomes. Support upgrades, retrofits, and optimisation programs throughout the system lifecycle. Partner with engineering, project, supply chain, sales, and customer stakeholders to deliver integrated outcomes. Lead, coach, and develop technical leaders and specialists across the Customer Support function. Support resource planning, financial performance, and operational efficiency initiatives. Ensure compliance with all safety, quality, and company standards. About You You are a proven technical services leader who combines strong engineering knowledge with the ability to build high-performing teams and strong customer relationships. Qualifications & Experience Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics or similar preferred). 5–10 years' experience in technical service delivery, field service, engineering operations, or similar environments. Demonstrated experience leading engineering or technical teams. Experience within industrial automation, logistics, material handling, airport systems, or related industries is highly desirable. Strong understanding of service delivery, maintenance, reliability, and operational performance management. Experience managing customer-facing operations and complex stakeholder environments. Project management, ITIL, Lean, Six Sigma, or similar certifications are advantageous Key Capabilities Service Delivery Management Technical Leadership Field Service Operations Maintenance & Reliability Management Customer Relationship & Stakeholder Management Performance & KPI Management Continuous Improvement Financial & Commercial Acumen Strategic Problem Solving Change Leadership Why Join BEUMER? At BEUMER Group, we design and deliver innovative engineering and automation solutions that support some of the world’s most critical infrastructure. Our teams are driven by collaboration, integrity, and a strong commitment to customer outcomes. What we offer: A leadership opportunity within a global organisation with a strong presence across Australia and New Zealand The ability to influence service delivery outcomes for some of the region's most complex airport and logistics automation systems Responsibility for leading and developing high-performing engineering and technical teams across multiple locations Exposure to local, regional, and international stakeholders across operations, engineering, projects, and customer support The opportunity to drive continuous improvement, operational excellence, and customer success in a critical service environment A collaborative and values-driven culture that prioritises safety, innovation, accountability, and teamwork Long-term career development opportunities within a global engineering and technology business If you're an experienced service delivery or engineering leader looking to make a meaningful impact in a technically complex and customer-focused environment, we'd love to hear from you. Immediate Start Available If you're ready to take the next step in your leadership career, we encourage you to apply today. Conveying, loading, palletising, packing, sorting and distributing - BEUMER Group develops and produces technically leading intralogistics systems for the global market. Our employees are characterised by excellent know-how and a strong will to consistently develop themselves further. We do our utmost to promote this claim: within the framework of a family-like cooperation characterised by high mutual esteem and a culture of trust that creates stability and security. Our common goal: to implement outstanding and innovative projects worldwide.