Service Contract Manager - Parcels NA
Vanderlande · Marietta, GA
- On site
- Full-time
- $95,000 / year
- Marietta, GA
Email the hiring manager to get a response.
Get their verified email + an intro that's ready to send.
Subject: Interested in the Service Contract Manager - Parcels NA role at Vanderlande
Hi Avery — I came across the Service Contract Manager - Parcels NA opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and Vanderlande stood out because…
✎ Personalized to your résumé after sign-up.
- ✓ Verified email of the hiring manager
- ✓ Intro email personalized to your résumé
- ✓ $9/mo = unlimited — any job link
Secure checkout · cancel anytime
Job highlights
- Manage service contracts for parcel customers.
- Coordinate internal teams and resolve issues.
- Ensure contract compliance and financial targets.
- Drive continuous improvement and revenue protection.
- Act as a customer advocate and business partner.
About the role
Service Contract Manager - Parcels NA
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.
Key skills/competency
- Service Contract Management
- Customer Relationship Management
- Cross-functional Coordination
- Operational Excellence
- Financial Management
- Problem-Solving
- Process Improvement
- Stakeholder Management
- Revenue Protection
- Logistics Industry Experience
Skills & topics
- Service Contract Manager
- Contract Management
- Customer Relationship Management
- Operations Management
- Service Delivery
- Logistics
- Parcel Services
- Financial Management
- Cross-functional Teams
- Process Improvement
- Automation
- Material Handling
- Toyota Industries
- Marietta, GA
How to get hired
- Tailor your resume: Highlight service contract management, operational, and financial experience relevant to the Service Contract Manager role.
- Showcase problem-solving skills: Provide examples of how you've resolved complex issues and managed escalations.
- Emphasize customer focus: Detail your experience in customer relationship management and acting as a customer advocate.
- Demonstrate cross-functional collaboration: Illustrate your ability to coordinate with various internal departments to achieve business objectives.
- Prepare for interviews: Be ready to discuss your understanding of SLAs, KPIs, and financial targets in contract management.
Technical preparation
Behavioral questions
Frequently asked questions
- What does a Service Contract Manager at Vanderlande do?
- The Service Contract Manager at Vanderlande is a crucial role responsible for managing service contracts within the North America Parcel Services organization. This involves acting as a key partner to the Director of Parcel Services, serving as the primary customer-facing coordinator, and driving continuous improvement to ensure customer commitments, financial targets, and operational excellence are met.
- What are the key responsibilities of a Service Contract Manager?
- Key responsibilities include serving as a primary point of contact for customers, leading customer discussions on performance and financials, managing escalations, coordinating with internal departments (Service Operations, Spare Parts, Engineering, Finance, etc.), driving continuous improvement initiatives, and supporting revenue protection and financial targets.
- What qualifications are needed for the Service Contract Manager role at Vanderlande?
- A Bachelor's degree or equivalent professional experience is required, along with 3+ years of experience in service delivery, operations, contract management, or technical environments. Strong communication, organizational, stakeholder management, and problem-solving skills are essential. Experience in logistics or industrial service environments and exposure to service contracts and P&L are preferred.
- What is the work environment like for a Service Contract Manager at Vanderlande?
- The role requires comfort working in both an office setting and a factory/construction environment. The position is based in Marietta, GA, and involves up to 20% travel.
- How does Vanderlande support career growth for Service Contract Managers?
- While specific programs aren't detailed, Vanderlande's rapid growth and position as a global market leader in material handling systems suggest opportunities for professional development. The role's focus on strategic partnerships, continuous improvement, and cross-functional collaboration provides a strong foundation for career advancement within the company.
- What is the company culture like at Vanderlande?
- As a subsidiary of Toyota Industries, Vanderlande likely emphasizes a culture of operational excellence, continuous improvement, and customer focus. The job description highlights teamwork, problem-solving, and a commitment to meeting customer needs and business objectives.
Similar roles
Open positions we recommend based on this role.