Service Manager
hace 28 días
Elgin
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 HR@abgintusa.com