Head of Client Support Services
YER
Service Manager
Our client is a leader in advanced manufacturing and large-scale machine tool solutions, combining cutting-edge technology, precision engineering, and innovation to serve industries from aerospace to energy and is located in Rockford, IL.
The Service Manager is responsible to lead the service organization, including technical support, field service engineers, and service coordination.
Oversee all machine installations, service calls, retrofits, and field interventions to ensure schedule, quality, and customer satisfaction.
Promote and ensure compliance with a safety-first culture in all field activities.
Serve as the main technical contact for customers regarding machine operation, troubleshooting, and service inquiries, prioritizing and coordinating resolution of customer-reported issues, ensuring timely follow-up and closure.
Coordinate with Sales regarding machine scope, customer expectations, and service deliverables.
Monitor Field Service Engineers' performance during installations, commissioning, repairs, and troubleshooting.
Ensure accurate completion of service reports, time records, and documentation.
Align technician skillsets with job requirements and identify training needs for service Support aftermarket revenue by proactively engaging customers on spare parts needs.
Follow up on spare-parts quotations to improve conversion rates and responsiveness.
Five to ten years of relevant experience in service operations, technical support, or field service leadership within the machine tool, capital equipment, or industrial automation industry.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Strong leadership and team-management skills.
Proficiency with Microsoft Office applications and ERP systems. SAP a plus.
Technical degree or equivalent technical training a must. Bachelor degree a plus.
S. Passport.
Ability to travel domestically as required to support customer installations and service activities. Travel Percentage up to 30%
$132.4k - $251.6k
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