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.

PURPOSE AND SCOPE

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, anda continuousimprovement 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.

Core Responsibilities:

People leadership

• 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.

Service Operations Support

• 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.

Purchasing & Vendor Management

• 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 escalate recurring issues related to delays, poor communication,backorders, or missed commitments.

• Partner withSupply 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.

Process improvement & automation

• 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.

Cross-functional collaboration

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

• Serve as an escalation point for order delays, vendor issues, work order problems, and service support concerns.

• Communicate clearly with stakeholders regarding open issues, process changes, service risks, and improvement initiatives.

• Partner with District teams to improve order quality, reduce missing information, and ensure service work can proceed efficiently.

Competencies

• People-first leadership, coaching, and accountability

• Customer focus and problem solving

• Process rigor and attention to detail

• Collaboration

• Data-driven decision making

EDUCATION and/or EXPERIENCE

• Bachelor's degree in Business Administration, Operations Management, Supply chain,or a related field preferred.

• 5+ years of experience in servicesupport, order management, purchasing, procurement support, customer service operations, or a related operational support function.

• 3+ years of experience leading a team, preferably in a centralized support, service operations, purchasing, or order management environment.

• Experience managing high-volume transactional workflows with a focus on accuracy, timeliness, and process discipline.

• Strong understanding of purchase orders, vendor follow-up, order lifecycle management, and operational support processes.

• Demonstrated ability to lead teams through change and create structure in evolving processes.

• Experience using ERP, CRM, or order management systems; experience with Salesforce,ServiceMax, or JDE EnterpriseOne is a plus.

• Strong analytical and problem-solving skills with the ability to use metrics to manage performance.

• Continuous improvement experience, including Lean, Kaizen, process mapping, or standard work development, is preferred.

• Excellent communication skills with the ability to work effectively across field operations, vendors, procurement, and leadership.

KNOWLEDGE / SKILL REQUIREMENTS:

The ideal candidate will demonstrate

• Good attention to detail.

• The ability to handle multiple projects at once.

• Strong communication and customer service skills are also essential.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 20 administrative staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What We Offer

At Arbon Equipment - A Rite-Hite Company, we take care of our people - because when you're supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.

• Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.

• Time for You: Paid holidays, vacation time, and personal/sick days each year.

Join us and build a career where you're supported - at work and beyond.

Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.