Service Manager

The Role

If you're an experienced service leader who enjoys developing teams, improving operations and delivering exceptional customer service, we've got the role for you.

We're looking for a Service Manager to lead our Service operation in Elgin. This is a key management role where you'll take responsibility for the performance and development of the Service team, ensuring customers receive timely, effective support while driving operational efficiency and continuous improvement. You'll also play an important role in strengthening customer relationships and supporting the continued growth of our service offerings.

What you'll be doing

• Leading, coaching and developing the Service team, including technicians, administrators and the Assistant Service Manager, setting clear expectations and driving accountability and performance.
• Overseeing daily service operations, including scheduling, installations, warranty support and field service activities, ensuring resources are allocated effectively to meet customer needs.
• Building and maintaining strong customer relationships, managing escalations and resolving service issues while identifying opportunities to improve the overall customer experience.
• Monitoring service performance through KPIs, including response times, technician utilization, first-time fix rates and customer satisfaction, using insights to drive continuous improvement.
• Maintaining effective use of Microsoft Dynamics, ensuring service cases are managed efficiently, records are accurate and monthly performance reports are delivered.
• Identifying opportunities to improve service processes, reduce repeat visits and develop service contracts, preventive maintenance programs and aftermarket offerings.
• Working closely with Engineering, Production, Sales and Software Controls to improve communication, customer handoffs and service delivery, while maintaining high standards of safety, quality and compliance.

Who we're looking for

You'll be an experienced service professional with a proven background in managing technical or field service teams. You'll be confident leading people, setting performance expectations and developing the skills and capabilities of your team.

You'll have strong organizational and problem-solving skills, with the ability to balance competing priorities, manage resources and make effective decisions in a busy service environment. Excellent communication skills are essential, alongside the ability to build positive relationships with customers and colleagues across the business.

A good mechanical and electrical understanding will be important, together with experience using service management systems, monitoring performance and identifying opportunities for improvement. You'll also bring commercial awareness and an understanding of how effective service delivery supports customer retention and business growth.

You'll hold a high school diploma or GED equivalent, a valid driver's license with a clean driving record and a valid passport, with the flexibility to travel when required.

Above all, you'll be a proactive, approachable and solutions-focused leader who takes ownership, develops others and is committed to delivering a consistently high standard of service.

About Us

A B Graphic International (ABG) is a global leader in innovative label and packaging solutions. Our continued growth has been driven by the passion and commitment of more than 450 experts worldwide, delivering cutting-edge print finishing solutions to customers across the globe.

Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. We are committed to building a diverse and inclusive workplace where everyone feels empowered to be their best at work.

Benefits

• C ompetitive Salary $80k-$85k
• Health, dental and vision insurance
• Life Insurance
• Long term disability
• 401k with match
• 25 days paid vacation
• FSA