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Job TitleService Contract Manager - Parcels NAJob Description

Service Contract Manager

As a subsidiary of Toyota Industries (TICO), Vanderlande North America is enjoying rapid growth and extraordinary market demand. Vanderlande is a global market leader in material handling system manufacture, design, installation, and service. Vanderlande systems employ the latest in robotic, mechanical, and software technology. Vanderlande's customers are household names in e-commerce, package delivery, and air transportation.

The Service Contract Manager for North America Parcel Services acts as a key strategic and operational partner to the Director of Parcel Services. This role serves as the primary customer-facing coordinator, internal cross-functional integrator, and continuous improvement leader for the Parcel Services organization.

As the Director's right hand, this role ensures customer commitments are met, internal teams are aligned, issues are resolved quickly and professionally, and-critically-that yearly operational and financial targets for the Parcel Services business are protected and achieved.

The position blends customer advocacy, internal coordination, financial awareness, and operational excellence into a single, high-impact role. It plays a direct part in safeguarding revenue, enabling contract profitability, driving repeat customer business, and supporting customer-driven investments that strengthen our long-term partnerships.

Responsibilities:

Customer Contact, Coordination, and Issue Resolution

• Serve as a primary point of contact for assigned parcel customers.

• Act as the voice of the customer internally while balancing commercial and operational objectives.

• Lead customer-facing discussions related to service performance, contract compliance, financial impacts, and issues.

• Manage escalations and drive root-cause resolution with a focus on service continuity and revenue protection.

• Ensure service delivery aligns with contractual obligations, SLAs, KPIs, and agreed financial targets.

• Prepare and lead recurring customer review meetings, including performance, financial, and improvement topics.

Internal & Interdisciplinary Coordination (On Behalf of the Customer and the Business)

• Act as the central coordination hub across Vanderlande departments including Service Operations, NASC, Spare Parts, Projects, Engineering, Finance, and others.

• Translate customer requirements into clear internal actions that protect operational outcomes and financial performance.

• Ensure internal teams fully understand contractual scope, risks, and cost drivers.

• Support smooth project-to-service transitions with a focus on long-term service stability and contract profitability.

• Proactively identify and resolve cross-departmental disconnects that could impact customer satisfaction, costs, or revenue.

• Support leadership decision-making and provide coverage when required.

Continuous Improvement, Process Governance, and Financial Protection

• Drive continuous improvement initiatives across Parcel Services, aimed at operational excellence, cost control, and scalability.

• Establish, document, and govern standard processes for service delivery, escalation management, and contract oversight.

• Monitor adherence to defined processes, KPIs, and financial targets, identifying trends and risks early.

• Actively support revenue protection initiatives, including scope control, change management, and prevention of value leakage.

• Identify opportunities for repeat business, service expansions, and customer investments aligned with customer needs and business strategy.

• Support the development and rollout of tools, reporting, and dashboards that improve transparency and decision-making.

Key Areas

• Customer relationship management and issue resolution

• Cross-functional coordination and communication

• Service contract governance and performance monitoring

• Revenue protection and operational risk management

• Support of yearly operational and financial targets

• Identification of repeat business and investment opportunities

• Process standardization, optimization, and continuous improvement

• Reporting, KPI tracking, and performance improvement

Qualifications and Skills:

• Bachelor's degree or equivalent professional experience

• 3+ years of experience in service delivery, operations, contract management, or technical environments

• Strong communication, organizational, and stakeholder management skills

• Proven problem-solving ability with attention to operational and financial impacts

Preferred:

• Experience in automated material handling, parcel, logistics, or industrial service environments

• Exposure to service contracts, SLAs, P&L elements, or cost management

• Experience working in international or matrixed organizations

Other Information:

• Must be comfortable working in an office setting and a factory / construction environment

• Location: Marietta, GA (Office-Based)

• Travel: Up to 20%

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.