Customer Operations Lead

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.

Key Responsibilities

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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 consistent use of tools, workflows, and diagnostics across teams

7. Service Experience Optimization

Ensure service delivery aligns to defined customer expectations and service standards

Reduce customer effort by:

Minimizing handoffs

Improving communication clarity

Preventing repeat contact

Proactively adjust service approach based on customer needs and demand patterns

Ensure service effort remains aligned to value and operational standards

8. Scalability & Continuous Improvement

Identify opportunities to reduce repeat demand and improve efficiency

Translate customer-specific insights into scalable improvements across the system

Support initiatives that reduce:

Avoidable contacts

Escalations

Field dispatch

Reinforce a system-oriented mindset—ensuring solutions scale beyond individual accounts

Key Decisions Owned

Escalation of systemic issues and trends to appropriate functions (Sales, Engineering, Training)

Escalation routing within Support (who, when, and why)

Identification of capability gaps impacting service outcomes

Recommendations for process, diagnostic, or documentation improvements

Prioritization of actions to improve customer service outcomes and reduce demand

Measures of Success

First-Time Resolution (End-to-End): Improved resolution quality for assigned customers

Customer Effort Score (CES): Reduced friction, transfers, and repeat contacts

Repeat Issue / Repeat Demand Rate: Reduction in recurring failures and repeat contacts

Ownership Discipline: Reduction in ownership drift during escalations and cross-functional work

Time to Restore Uptime: Improved speed and effectiveness in resolving high-impact issues

Escalation Quality: Reduction in rework and improved escalation effectiveness

Customer Health: Improved stability, satisfaction, and proactive risk management across assigned accounts

Qualifications & Experience

Bachelor’s degree in Business , Operations, Engineering, or related field (or equivalent experience)

5–8+ years of experience in customer operations, technical support, or service delivery roles

Experience working with complex customer accounts and cross-functional teams

Strong understanding of:

Service operations and contact center environments

Diagnostic troubleshooting processes

Field service and dispatch dynamics

Experience collaborating with Sales, Engineering, and operational teams

Key Skills & Competencies

Strong customer-facing leadership and relationship management

Systems thinking and end-to-end ownership mindset

Diagnostic and problem-solving capability

Data-driven decision-making and insight generation

Cross-functional collaboration and influence

Strong communication and escalation management skills

Coaching and capability development

Continuous improvement mindset

Nice-to-Have / Future-Focused Capabilities

Ex