Service Manager

Position : Service Manager

Location : Illinois

Salary : $100k - $130k

A company that specializes in calibration and inspection tools is hiring a Service Manager to provide oversight and management-level support to field service technicians.

In this role, you will assess and respond to complex situations where standard procedures have failed to isolate or fix equipment issues.

You will need to be strategically and tactically responsible for the closure of all customer's escalated problems and issues within their region, and report reliability and quality problems to appropriate groups within the company.

Ideally, you will have prior experience in resolving non-standard problems.

Key Responsibilities :

• Manages a team of Field Service Technicians within an assigned territory.
• Managers Service Dispatch team to ensure effective utilization of field personnel.
• Hires, manages and trains through orientation, on-boarding, scheduled field visits, in-house training classes, and the development of training material.
• Owns all performance management, development, and coaching for all team members.
• Recommends and executes hiring, compensation, and other decisions related to conditions of employment in conjunction with Human Resources.
• Establishes daily service priorities for service teams within assigned territory.
• Leads service team to achieve excellent customer satisfaction.
• Coordinates with the Parts team to ensure Technician vehicles are properly stocked to achieve the highest possible first-time solution rate.
• Reviews and approves expense reports of direct reports.
• Establishes close working relationships with Territory Sales Managers, other Regional Service Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
• Established close working relationships with Distribution partners, including Machine Tool OEMs, to ensure shared adherence to customer expectations.

Competencies :

• Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently.
• Demonstrates a sense of urgency to attain and exceed desired results.
• Demonstrates a sense of confidentiality.
• Ability to leverage a variety of resources and work through others.
• Ability to balance simultaneous projects while meeting assigned project timelines.

Experience :

• High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor’s degree.
• Preferred a master’s degree.
• 10-15+ years' experience in leadership and leading field service technicians.
• Preferred 5-7 years of experience with people leadership.
• Exceptional leadership, interpersonal communication, and relationship-building skills,
• Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent and partner with upper management and HR.
• Knowledgeable in Salesforce within the Field Service area.
• Valid Driving license.
• Ability to travel as needed for the role, estimated at 10-15%
7 days ago