Customer Operations Lead

Responsibilities

• Customer Ownership & Relationship Management
• Serve as the primary operational owner for assigned customer accounts
• Act as the main point of contact for Commercial, Customer Service, and internal stakeholders
• Engage with customers (virtually and in-person) to understand:
• Service experience
• Pain points and friction
• Emerging risks or concerns
• Ensure customers experience clear ownership, proactive communication, and consistent service delivery
• End-to-End Service Coordination & Ownership Discipline
• Ensure single ownership is maintained across all service interactions and escalations
• Coordinate across Support, Warranty, Training, Engineering, and ASA teams without ownership transfer
• Prevent ownership drift during escalations or cross-functional engagement
• Ensure issues are resolved through the correct diagnostic and execution pathways
• Reinforce adherence to standardized workflows and service processes
• Escalation Management & Execution Discipline
• Act as the escalation point for complex, sensitive, or high-impact issues
• Ensure escalations are:
• Timely
• Routed appropriately
• Resolved without unnecessary handoffs
• Maintain clear visibility and accountability during escalations
• Balance speed, quality, and cost-to-serve in resolution approaches
• Demand Management & Insight Generation
• Monitor service demand patterns, repeat issues, and escalation drivers for assigned customers
• Identify systemic issues, emerging risks, and recurring failure modes
• Translate service signals into actionable insights for:
• Training (capability gaps)
• Engineering (product/design issues)
• Support (process or diagnostic improvements)
• Ensure insights feed into the broader closed-loop improvement system
• Cross-Functional Collaboration (Sales, Support, Engineering, ASA)
• Partner closely with Sales to support strategic customers and align on customer priorities
• Collaborate with Support to improve diagnostic accuracy and execution
• Partner with Training to prioritize capability development based on real demand signals
• Engage with Engineering to improve diagnostics, documentation, and product readiness
• Ensure alignment between customer expectations and operational execution
• Diagnostic Excellence & Capability Coaching
• Coach Technical Case Owners on diagnostic quality, ownership, and execution
• Identify skill or knowledge gaps contributing to repeat issues or escalations
• Reinforce diagnose-before-dispatch principles and resolution discipline
• Promote co

Additional Information

Marmon Foodservice Technologies, Inc. As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway- you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best. Though you may not know us by name, you've most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we've designed and manufactured foodservice equipment for some of the world's biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other. The Customer Operations Lead ensures the Service Delivery Model comes to life at the customer level by driving disciplined, end-to-end ownership, diagnostic excellence, and proactive service execution for assigned accounts. This role creates value by translating customer context, demand patterns, and service signals into coordinated, cross-functional action-reducing customer effort, preventing repeat issues, and improving first-time resolution. Through strong partnership with Sales, Support, Training, Engineering, and Field (ASAs), the Customer Operations Lead closes the loop between customer experience and operational execution-turning insights into scalable improvements that enhance uptime, reduce demand, and strengthen long-term customer relationships. Role Summary The Customer Operations Lead is responsible for owning the end-to-end service experience for assigned customers-ensuring issues are resolved efficiently, escalations are disciplined, and service execution aligns with the Aftermarket Service Delivery Model. This role acts as the primary operational point of contact for customers and internal stakeholders, bridging customer context with internal teams to ensure clarity of ownership, strong diagnostic execution, and consistent delivery of service outcomes. The Customer Operations Lead proactively identifies trends, risks, and repeat demand drivers, and translates these insights into improvements across Support, Training, Engineering, and Field execution.

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