US Service Manager

ITW

Job Location:

Saint Charles, IL - USA

Monthly Salary: $ 111000 - 185000

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 ITWs Core Values.

Drive an exceptional end-to-end customer experience byoptimizingservice delivery processesestablishingclear escalation paths and ensuring responsive high-quality support that minimizes customer downtime and strengthens long-term customer relationships.

Establish andmonitorkey 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 byoptimizingpricing for labor travel contracts training and spare parts whileidentifyingnew aftermarket revenue opportunities and increasing service contract attachment rates on new equipment sales.

Oversee field service operations including technician scheduling dispatchingutilization 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 performanceobjectives.

Maintains focus on continuous improvement by applyingthe ITW Business Modelandmakesprocess improvement recommendations to management.

Position Qualification Requirements

Education:Bachelors degree in businessengineeringoranotherrelated fieldis preferred.

Experience/Skills:

7 years in service management ideally within an industrial equipment or manufacturing environment.

Proven track record of managinga P&L and growing service revenue by selling value.

Proficiencywith CRM/FSM (Field Service Management) software and ERP systems.

Exceptional ability to translate complex technical issues into clear empathetic communication for customers.

Knowledge of Leanmanufacturingconcepts or projects based on the 80/20 principle is a plus.

Other Requirements and Conditions

Physical/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 isfrequentlyrequired to talk hearsitand 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 bringobjectsinto sharp focus.

Working Conditions:Workingconditionscommonlyassociated with the performance of the functions of this job. Typical Office and Travel will bedependent uponthehome location of the individual.

Typical Office40%

Plant Conditions40%

Travel20%

Machines Tools Equipment and Work Aidsthat 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 maybe requiredto 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 describedhereinmay be subject topossible modificationin accordance withapplicable state and federal laws.

Commonly associated is not intended to meanalwaysoronly. There are different experiences that suggest other ways or circumstances where reasonable changes oraccommodationsareappropriate.

All activities demandsconditionsand requirements are linked to essential job functions.

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 individuals 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

Compensation Information:

The salary range for this position is $111000$185000. Actual compensation will be determined based on factors such as relevant experience skills qualifications geographic location (if applicable) and internal equity.

ITW is an equal opportunity employer. We value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer ITW is committed to equal employment opportunity and fair treatment for employees beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race color sex gender identity sexual orientation religion national origin age disability protected Veteran status or any other characteristic protected by applicable federal state or local laws.

Required Experience:

Manager

Job Description:ResponsibilitiesLead 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 ITWs Core Values.Drive an exceptional ...