Chicago IL
United States of America
Equipment Mfg
Date Posted

Service Manager

We have a great team and great expectations.
If you are attracted to bold goals, believe in uncompromising honesty, support mutual respect, care
about environmental responsibility, have a passion for excellence and a desire to make a positive
contribution – then we want you to join the their team!
Primary responsibility to lead and coordinate the service technicians and achieve maintain commitment
Effectively lead the team to ensure customer service excellence and mentor technicians as
trusted advisors
Appraisal and Technicial development
Follow-up on service reports, expense & service report costing
Data Maintenance of service tools such as BaanLN and RBS
Obtain service purchase orders and warranty pre-approvals whenever required
1st call on missing PO and service payment issues linked to service intervention.
As part of the European Service operations team, find the right balance between the region and
territory needs.
In addition you will be responsible to keep track of all outstanding issues and escalation to RSM
and/or Sales as appropriate. You will also help the RSM to manage Sales & Customers
expectation of service. The position also will involve occasional traveling to our customer
Key Result Area % of total time on the job Performance Indicators
Coordinate and schedule all regional service activities 35 Outstanding customer issues
Job preparation (Release Service Orders; Parts; tools; travel arrangements) 20 Job complete
Process service reports and expenses 15 On time submission rate
Maintain our ERP system up-to-date 5 Up-to-date customer fact sheet
Coach and develop service technicians 20 Develop “A” player
Obtain warranty pre-approval / follow-up 5 Warranty rejection rate
Must be strong at Listening, exhibit empathy, teamwork, networking within the
organization and able to defend the interests of technicians while respecting the needs and
pressures of the customers.
Problem Solving to be responsive to the sensitivities, needs and wishes of the customers, even
when they are not directly expressed
Strong Problem Analysis bias to correctly interpret a problem and look for additional iformation to
solve it
Organizationally must be Results orientated, focused on setting goals and achieving results
accordin to timetables and agreements, act with attention for details and a focus on avoiding
Mechanical or electrical engineering degree
Minimum 5 years experience in a technical field or environment
offers a competitive compensation and benefits

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