Service Manager in Lake Bluff, IL at ITW

Date Posted: 4/17/2018

Job Snapshot

Job Description

This key position is responsible for the implementation and direction of service activities, programs, policies and procedures that enable the department to perform preventative maintenance, repairs, installations, clean and calibrations, and provide technical
assistance on all equipment (current and out-of-production).  This position will be based at our worldwide headquarters in Lake Bluff, IL.   

 

 

Responsibilities



  • Hire, develop, coach and shape the technicians and administrative personnel in the Service department into an industry-leading provider of after-market service.
  • Effectively manage the activities of the team to maximize customer satisfaction, productivity and profitability.
  • Ensure the department personnel operate in a professional manner with an emphasis on safety in both their actions and our products.
  • Directly engage top customers directly top ensure customer satisfaction and to foster long term partnerships for aftermarket business
  • Develop and monitor service metrics (KPIs) to ensure continuous improvement in service performance, with specific attention to customer satisfaction drivers such as response time, first-time-fix rates, parts availability and technician knowledge and professionalism.
  • Ensure department resources are aligned to meet customer expectations in concert branding, marketing, geography, product uptime, and equipment lifecycle objectives.
  • Proactively manage the P&L of the department to demonstrate achievement of both revenue and profit objectives, with particular attention to personnel, travel and warranty costs.
  • Ensure Service is a strategic part of the business by contributing to strategic plans and reviews; align with Product Management to ensure we support new product launches with trained personnel, parts support and warranty/preventative maintenance programs;
  • Coordinate with Product Management, Engineering and Quality to identify service and parts trends and ensure our products are designed for easy serviceability and maintenance
  • Work in conjunction with Sales and Product Management in the pricing of both our parts and service offerings to ensure the customer’s total cost of ownership is optimized.
  • Develop new parts and service offerings, marketing materials and other sales material that supports the department’s goal to be a revenue generating, profit maximizing organization.

Job Requirements

Required Experience



  • Bachelor of Science degree in a technical field
  • 5 to 7 years of service, sales or account development experience
  • Proven management experience with multiple direct reports and prioritizing tasks in a fast paced environment
  • Effectively work cross-functionally to provide a unified sales and support solution to the customer
  • Ability to direct and influence the work of others to produce the highest quality performance possible
  • Excellent written and oral communication skills.
  • Experience tracking trends, developing budgets and analyzing product sales
  • Above average skills in Microsoft Office, solid presentation skills
  • Be able to travel up to 10% both domestically and internationally