Job Description:Responsibilities- Lead, develop, and recruit a high-performing integrated service organization, including Field Service, Technical Support, and front-line leadership, while fostering a culture centered on safety, accountability, continuous improvement, and ITW's Core Values.
- Drive an exceptional end-to-end customer experience by optimizing service delivery processes, establishing clear escalation paths, and ensuring responsive, high-quality support that minimizes customer downtime and strengthens long-term customer relationships.
- Establish and monitor key service performance metrics, including First-Time Fix Rate, CSAT, response time, and repair effectiveness, using data and insights to drive operational improvements, service excellence, and customer satisfaction.
- Own service revenue growth and profitability by developing and expanding value-added aftermarket offerings, including service contracts, extended warranties, training, remote support solutions, and other scalable service programs.
- Lead commercial service strategies by optimizing pricing for labor, travel, contracts, training, and spare parts, while identifying new aftermarket revenue opportunities and increasing service contract attachment rates on new equipment sales.
- Oversee field service operations, including technician scheduling, dispatching, utilization, safety compliance, RMA processes, and spare parts management, ensuring operational efficiency and consistent service execution across the organization.
- Partner cross-functionally to share best practices, strengthen service capabilities, and support broader business growth, customer retention, and operational performance objectives.
- Maintains focus on continuous improvement by applying the ITW Business Model and makes process improvement recommendations to management.
Position Qualification RequirementsEducation: Bachelor's degree in business, engineering or another related field is preferred.
Experience/Skills:- 7+ years in service management, ideally within an industrial equipment or manufacturing environment.
- Proven track record of managing a P&L and growing service revenue by selling value.
- Proficiency with CRM/FSM (Field Service Management) software and ERP systems.
- Exceptional ability to translate complex technical issues into clear, empathetic communication for customers.
- Knowledge of Lean manufacturing concepts or projects based on the 80/20 principle is a plus.
Other Requirements and ConditionsPhysical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance of the functions of this job.
While performing the duties of this job, the employee is frequently required to talk, hear, sit and type, occasionally twist/turn, reach above shoulder and outward, stand, walk, bend, and grasp with hands.
The employee must carry up to 50 pounds occasionally and push and pull up to 20 pounds occasionally.
Specific vision abilities required by this job include concentrated attention, close vision, far vision, depth perception, color vision, and the ability to bring objects into sharp focus.
Working Conditions: Working conditions commonly associated with the performance of the functions of this job. Typical Office and Travel will be dependent upon the home location of the individual.
Typical Office 40%
Plant Conditions 40%
Travel 20%
Machines, Tools, Equipment and Work Aids that may be representative but not all inclusive of those commonly associated with this position:
License(s)/Certification(s) Required: None
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.
Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.
"Commonly associated" is not intended to mean always or only. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate.
All activities, demands, conditions and requirements are linked to essential job functions.
Compensation Information:The salary range for this position is $111,000-$185,000. Actual compensation will be determined based on factors such as relevant experience, skills, qualifications, geographic location (if applicable), and internal equity.
