Head of Client Support Services

JIE USA Inc is seeking a highly technical and professional Service Manager to oversee all aftermarket service activities for our North American operations. This includes warranty management, restock requests, paid repairs and customer complaint management. This role ensures responsive, solution-oriented responses that improve the overall customer experience.
This position works cross-functionally with North American and global colleagues in quality, engineering, supply chain, operations and sales as well as our customers, and plays a critical role in driving customer satisfaction, operational discipline, and continuous improvement.
Key Responsibilities Aftermarket Service Management Manage daily aftermarket operations which include RGA issuance, inspection reports, field service visits and 3rd party authorized repair partners
Act as customer facing contact for all paid repair, warranty evaluations, aftermarket product complaints and restock requests for US market
Actively monitor service-related tickets in Zendesk to ensure responsiveness and solution-focused communication
Engage with and manage 3rd party repair partners as needed
Build out regional authorized repair partner network to handle field service activities as needed
Ensure proper containment, short-term preventative actions and long-term preventative actions for all incidents
Collaborate with sales, quality and operations teams to drive customer satisfaction and resolutions that balance customer advocacy and customer accountability
Oversee warranty administration, service documentation, and compliance with company policies and industry standards
Establish and maintain strong customer relationships to ensure long-term satisfaction and repeat business.
Implement continuous improvement initiatives that enhance service delivery, operational effectiveness, and customer experience.
Ensure all service activities are conducted safely and in accordance with company safety standards and regulatory requirements.
Develop and optimize processes that result in quick actions as well as the most cost-effective solutions for JIE
Continuous Improvement & Process Development Identify and lead initiatives that improve quality performance, service effectiveness, and customer satisfaction
Drive cross-functional problem-solving and process improvement projects
Support ERP and system enhancements related to RGA and quality tracking as well as traceability
Use data-driven analysis to recommend and implement operational improvements
Education and Experience Bachelor’s degree in Business, Engineering, Quality, or a related field preferred
Must have experience in production floor coordinating field service activity required
3 or more years of experience in service management, technical support, field service or a related leadership role preferred
Prior experience in an industrial or technical manufacturing environment strongly preferred, knowledge of gear reducers and/or electric motors is a plus
Experience with ERP platforms required; NetSuite preferred
Eligible to work in the United States required
Able to work on-site required
Skills and Competencies Excellent problem-solving and analytical skills with a practical, hands-on mindset
High attention to detail and strong process discipline
Professional written and verbal communication skills, particularly with technical products
Customer-focused leadership and experience handling customer escalations preferred
Ability to manage multiple priorities in a fast-paced, cross-functional environment
Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) required
Comfortable working independently while collaborating effectively across teams - both locally and globally
Experience with Lean methodologies preferred
Experience with CAPA preferred
Competitive salary
Paid time off and company holidays
Professional development and training opportunities
401(k) plan
Health, dental, and vision insurance

#J-18808-Ljbffr JIE USA Inc.