Title: Service Manager
Onsite: Monday-Friday
Location: Northwest Suburbs - Chicagoland
Salary: $90,000-$110,000 + Bonus
Benefits: Healthcare, Dental, PTO, 401k
Position Overview We are seeking an experienced Service Manager to lead all service operations for a growing manufacturer of commercial foodservice equipment. This individual will oversee technical support, field service operations, warranty administration, service quality, and customer satisfaction while managing both internal technicians and third-party service providers. The ideal candidate combines strong technical expertise with proven leadership experience and a passion for delivering exceptional customer service.
Key Responsibilities - Lead all service operations, including technical support, dispatching, work order management, customer communication, and issue resolution.
- Serve as the primary escalation point for complex equipment troubleshooting and technical issues.
- Manage warranty claims, approvals, reporting, and cost control initiatives.
- Monitor and improve key service metrics, including:
- Response times
- First-time fix rates
- Customer satisfaction
- Warranty costs
- Cost per service claim
- Lead, coach, and develop internal service technicians while coordinating with parts and warehouse teams.
- Manage third-party service agencies, including qualification, onboarding, training, compliance, and performance management.
- Develop and maintain technical documentation, service procedures, training programs, and technician certification standards.
- Oversee parts inventory, RMAs, supplier claims, equipment modifications, and service-related inventory planning.
- Ensure service and warehouse operations are safe, organized, and operating efficiently.
- Drive continuous improvement initiatives to enhance service quality and operational performance.
Qualifications - 5+ years of experience in service management, technical support, or field service operations.
- Experience supporting complex electromechanical systems required.
- Strong mechanical and electrical troubleshooting skills.
- Experience managing technicians and third-party service organizations.
- Proven success improving service KPIs, customer satisfaction, response times, and warranty performance.
- Experience with CRM, ERP, field service management, or KPI reporting systems.
- Excellent leadership, communication, organizational, and customer service skills.
- Technical degree or diploma in Engineering, Industrial Technology, or a related field preferred.
- Valid driver's license with the ability to travel domestically as needed.
