About this opportunity
AB Graphic International lists this Service Manager opportunity in elgin, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Title
Service Manager
Department
Service
Location
Elgin, IL
Main Purpose of role
Lead and develop the service team to ensure strong performance, accountability, continuity, and continued growth.
Oversee daily service operations to ensure efficient scheduling, resource allocation, and customer support.
Maintain strong customer relationships while resolving escalations and improving the overall customer experience.
Drive continuous improvement and strategic growth through better processes, service programs, and performance measurement.
Ensure service activities meet company standards for quality, safety, compliance, and documentation.
Maintain a clear understanding of Dynamics, ensuring cases stay at a manageable level and supply necessary monthly reports and KPI’s
Main Tasks
Customer Relationship Management Serve as the secondary point of contact for escalated customer concerns and key accounts.
Maintain regular communication with customers regarding service performance, open issues, and improvement opportunities.
Resolve customer complaints and service escalations while maintaining strong customer relationships.
Develop customer retention strategies and improve overall customer experience throughout the equipment lifecycle.
Build long-term relationships with strategic customers to support future business opportunities.
Team Leadership & Development Lead, coach, and develop the service team, including technicians, administrators, and the Assistant Service Manager.
Conduct hiring, onboarding, performance evaluations, succession planning, and employee development.
Establish performance expectations and accountability throughout the department. Setting up and maintaining training standards.
Foster collaboration between Service, Engineering, Production, Sales, and Software Controls teams.
Manage team conflicts, staffing challenges, and workforce planning initiatives.
Service Operations Direct and oversee all service operations including scheduling, dispatching, installations, warranty support, and field service activities.
Oversee resource allocation to ensure efficient utilization of personnel, tools, and equipment.
Monitor and improve service response time, utilization, first-time fix rate, and customer satisfaction.
Drive process improvements that increase efficiency, reduce repeat visits, and improve customer outcomes.
Ensure utilization of Dynamics, and reporting systems, and documentation processes are being done to correct policy standards.
Business Growth & Strategic Planning Develop and grow service contracts, preventative maintenance programs, and aftermarket service offerings.
Establish annual department goals, budget requests, and strategic initiatives.
Analyse service data and trends to identify revenue growth and operational improvement opportunities.
Partner with departments to improve customer handoffs and post-sales support processes.
Prepare and present service department performance reports, forecasts, and recommendations to leadership.
Compliance & Quality Assurance Ensure all service activities comply with company policies, customer requirements, and industry standards.
Maintain and improve departmental quality standards and service procedures.
Ensure compliance with all safety requirements and promote a culture of workplace safety.
Implement corrective actions for recurring service, quality, or customer satisfaction issues.
Conduct regular audits, reviews, and continuous improvement initiatives to ensure service excellence.
Produce timely and detailed administrative paperwork
Cooperate with technical sales team and share information across the organization
Offer support if applicable to other members of staff.
Develop a thorough understanding of ABG machine functionality, options, and customer applications.
Key Skills
Ability to apply critical thinking and problem-solving skills
T skills – Simple understanding of computers and network-based systems
Passport and Clean driving record
Ability to lift up to 55 pounds and ability to stand on your feet up to 8 hours a day
Great communication skills to work with customers
Great mechanical aptitude
Electrical aptitude
Computer literate
High school diploma or GED equivalent
Personal Attributes
Ability to work alone or within a team
Ability to self-learn
Able to prioritise and meet deadlines
Organized
Time management
Can do attitude
Methodical approach to problem solving
Courteous and professional at all times
Effective communication
Willingness to travel
Responsible For
Health and Safety of Self and Colleagues
Following Company rules, policies, and procedures
Electronic equipment
Tools and inventory
Maintaining any and all items supplied by A B Graphic
Reports To
Operations Manager
Ad Hoc
This list is not exhaustive, and you may be required to carry out other reasonable tasks at your manager’s request within your competence.
Benefits
Competitive Salary
Health, dental and vision insurance
Life Insurance
Long term disability401k with match
20 days paid vacation
FSA
#J-18808-Ljbffr
Worksite address
elgin, IL, 60122, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.