Service Manager

Job Description

Job Description

Job Title

• Service Manager

Department

• Service

Location

• Elgin, IL

Main Purpose of role

• Lead and develop the service team to ensure strong performance, accountability, continuity, and continued growth.
• Oversee daily service operations to ensure efficient scheduling, resource allocation, and customer support.
• Maintain strong customer relationships while resolving escalations and improving the overall customer experience.
• Drive continuous improvement and strategic growth through better processes, service programs, and performance measurement.
• Ensure service activities meet company standards for quality, safety, compliance, and documentation.
• Maintain a clear understanding of Dynamics, ensuring cases stay at a manageable level and supply necessary monthly reports and KPI’s

Main Tasks

• Customer Relationship Management
  • Serve as the secondary point of contact for escalated customer concerns and key accounts.
  • Maintain regular communication with customers regarding service performance, open issues, and improvement opportunities.
  • Resolve customer complaints and service escalations while maintaining strong customer relationships.
  • Develop customer retention strategies and improve overall customer experience throughout the equipment lifecycle.
  • Build long-term relationships with strategic customers to support future business opportunities.
• Team Leadership & Development
  • Lead, coach, and develop the service team, including technicians, administrators, and the Assistant Service Manager.
  • Conduct hiring, onboarding, performance evaluations, succession planning, and employee development.
  • Establish performance expectations and accountability throughout the department. Setting up and maintaining training standards.
  • Foster collaboration between Service, Engineering, Production, Sales, and Software Controls teams.
  • Manage team conflicts, staffing challenges, and workforce planning initiatives.
• Service Operations
  • Direct and oversee all service operations including scheduling, dispatching, installations, warranty support, and field service activities.
  • Oversee resource allocation to ensure efficient utilization of personnel, tools, and equipment.
  • Monitor and improve service response time, utilization, first-time fix rate, and customer satisfaction.
  • Drive process improvements that increase efficiency, reduce repeat visits, and improve customer outcomes.
  • Ensure utilization of Dynamics, and reporting systems, and documentation processes are being done to correct policy standards.
• Business Growth & Strategic Planning
  • Develop and grow service contracts, preventative maintenance programs, and aftermarket service offerings.
  • Establish annual department goals, budget requests, and strategic initiatives.
  • Analyse service data and trends to identify revenue growth and operational improvement opportunities.
  • Partner with departments to improve customer handoffs and post-sales support processes.
  • Prepare and present service department performance reports, forecasts, and recommendations to leadership.
• Compliance & Quality Assurance
  • Ensure all service activities comply with company policies, customer requirements, and industry standards.
  • Maintain and improve departmental quality standards and service procedures.
  • Ensure compliance with all safety requirements and promote a culture of workplace safety.
  • Implement corrective actions for recurring service, quality, or customer satisfaction issues.
  • Conduct regular audits, reviews, and continuous improvement initiatives to ensure service excellence.
• Produce timely and detailed administrative paperwork
• Cooperate with technical sales team and share information across the organization
• Offer support if applicable to other members of staff.
• Develop a thorough understanding of ABG machine functionality, options, and customer applications.

Key Skills

• Ability to apply critical thinking and problem-solving skills
• T skills – Simple understanding of computers and network-based systems
• Passport and Clean driving record
• Ability to lift up to 55 pounds and ability to stand on your feet up to 8 hours a day
• Great communication skills to work with customers
• Great mechanical aptitude
• Electrical aptitude
• Computer literate
• High school diploma or GED equivalent

Personal Attributes

• Ability to work alone or within a team
• Ability to self-learn
• Able to prioritise and meet deadlines
• Organized
• Time management
• Can do attitude
• Methodical approach to problem solving
• Courteous and professional at all times
• Effective communication
• Willingness to travel

Responsible For

• Health and Safety of Self and Colleagues
• Following Company rules, policies, and procedures
• Electronic equipment
• Tools and inventory
• Maintaining any and all items supplied by A B Graphic

Reports To

• Operations Manager

Ad Hoc

• This list is not exhaustive, and you may be required to carry out other reasonable tasks at your manager’s request within your competence.

Benefits

• Competitive Salary
• Health, dental and vision insurance
• Life Insurance
• Long term disability
• 401k with match
• 20 days paid vacation 
• FSA

Please submit your resume and any questions regarding this position to View email address on ziprecruiter.com