U.S. Service Manager in Philadelphia, PA at ITW

Date Posted: 10/22/2019

Job Snapshot

Job Description

This role will be responsible for all aspects of field service activities. The focus will be on overall improvement of Field Service Technician (FST) efficiency and effectiveness, ultimately resulting in optimized customer satisfaction. The Field Service Manager (FSM) will be responsible for personnel assessment and development, establishment of field service KPIs, and reporting and analysis of performance metrics within the region. The FSM will work closely with the Sales & Service Manager to develop a strategic, team-based approach to drive customer retention, customer acquisition, and overall revenue growth. This position will report directly to the Sales & Service Manager.


  • Manage day to day field service activities
  • Ongoing development of field service personnel
    • Direct FST interaction; individual assessment; development of improvement plan, expectations, and measurements
  • Optimize regional schedule and resource allocation
  • Take a proactive support approach to root cause analysis of issues working with other departments to eliminate re-occurrence
  • Support major account issues and key installation projects in the field, when local resource required escalated technical help
  • Spearhead all regional customer escalations
    • Assign necessary field resources
    • Engage necessary internal resources
    • Provide strategic direction to insure acceptable resolution
  • Conduct ongoing 80/20 and Front to Back strategic customer analysis
  • Drive accountability, measure, and provide quarterly metrics to management.
  • Collaborate with Sales & Service Manager to develop a strategic regional approach for growth
  • Produce and analyze service metrics/KPIs on a monthly and annual basis
    • Response time, Top 20 customer retention, lead generation, preventative maintenance contracts, and revenue
  • Manage all service technician’s interactions with Top20 accounts
  • Support internal coordination between departments in resolving customer issues.
  • Ability to write procedures for common repairs, troubling shooting alarms, problem solving common events and training. Produce videos and written manuals.
  • Maintain actions plans for current and upcoming equipment installs, field refurbishments and field projects.
  • Work closely with Lancaster Plant for equipment ship dates and install dates.
  • Manage field technicians’ overtime and need for overtime.
  • Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.

Job Requirements

Education:  Technical degree in Electrical, Industrial Manufacturing, or Engineering required. Bachelor’s Degree in Electrical, Industrial Manufacturing, or Mechanical Engineering preferred.


  • Minimum 5+ years related field service experience required
  • Minimum 5+ years managing a team of remote employees
  • Excellent problem solving & customer service/selling/negotiation skills
  • High level of accuracy and attention to detail.
  • Excellent organizational & prioritization skills
  • Must possess mechanical/technical aptitude
  • Excellent oral and written communication skills are required
  • Proficient in the knowledge and use of MS Office (Outlook, Word, Excel)
  • Ability to write procedures for common repairs, trouble shooting alarms, problem solcing common events, and training. Produce videos and written manuals.
  • Domestic tgravel up to 85%

As an Equal Opportunity/Affirmative Action Employer, ITW Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability.