Service Manager

Our client is a leader in advanced manufacturing and large-scale machine tool solutions, combining cutting-edge technology, precision engineering, and innovation to serve industries from aerospace to energy and is located in Rockford, IL.

The role:

The Service Manager is responsible to lead the service organization, including technical support, field service engineers, and service coordination.

The Responsibilities: 

• Oversee all machine installations, service calls, retrofits, and field interventions to ensure schedule, quality, and customer satisfaction.
• Promote and ensure compliance with a safety‑first culture in all field activities.
• Serve as the main technical contact for customers regarding machine operation, troubleshooting, and service inquiries, prioritizing and coordinating resolution of customer‑reported issues, ensuring timely follow‑up and closure.
• Collaborate with engineering teams to develop and validate technical solutions.
• Coordinate with Sales regarding machine scope, customer expectations, and service deliverables.
• Monitor Field Service Engineers’ performance during installations, commissioning, repairs, and troubleshooting.
• Ensure accurate completion of service reports, time records, and documentation.
• Align technician skillsets with job requirements and identify training needs for service Support aftermarket revenue by proactively engaging customers on spare parts needs.
• Follow up on spare‑parts quotations to improve conversion rates and responsiveness.

 Qualifications & Experience: 

• Five to ten years of relevant experience in service operations, technical support, or field service leadership within the machine tool, capital equipment, or industrial automation industry.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Strong leadership and team-management skills.
• Proficiency with Microsoft Office applications and ERP systems. SAP a plus.
• Technical degree or equivalent technical training a must. Bachelor degree a plus.

 Additional Requirements: 

• Valid U.S. Passport.
• Valid Driver’s License.
• Ability to travel domestically as required to support customer installations and service activities. Travel Percentage up to 30%