LTS Service Delivery Manager

The LTS Service Delivery Manager (SDM) reports to the Central Service Manager and will serve as the face of TGW towards our business partners for all escalated topics such as breakdowns, change requests, retrofit projects, service contracts, remote support needs, and other topics as they arise. This position also develops and manages key customer relationships to assist in growing Lifetime Services (LTS) sales. The LTS Service Delivery Manager coordinates between supported customers and internal TGW departments to realize additional sales opportunities, ensuring the customer needs are addressed in a timely and thorough manner. This is a remote position, with travel required. DUTIES AND RESPONSIBILITIES Serve as the primary point of contact for assigned customers, managing service delivery activities including escalations, breakdowns, service requests, change requests, preventive maintenance, Hotline support, and training coordination. Lead multiple customer programs simultaneously and ensure milestones, schedules, budgets, and customer commitments are achieved. Analyze system and service data to proactively identify risks, address potential failures, and improve system reliability and operational performance. Conduct regular customer site visits to understand operational challenges, strengthen strategic partnerships, and support long-term success. Identify process inefficiencies, standardize best practices, drive Root Cause Analysis (RCA), and implement corrective actions to reduce recurring issues. Coordinate cross-functional teams including Field Service, Controls, Engineering, Sales, Parts, Technical Support, and Project Management to meet customer requirements. Maintain thorough knowledge of TGW equipment, technologies, and service offerings to provide technical guidance, support customer needs, and identify additional service opportunities. Ensure all customer commitments are fulfilled in accordance with contractual obligations, TGW quality standards, and safety expectations. Create and maintain accurate project documentation, service records, and customer communications. Perform additional duties as assigned.