Service Manager

By its name, Illinois Tool Works Manufacturing company is prominently recognized internationally as a preeminent management and project company.

A Service Manager creates content strategies and oversees the implementation processes in the specific company at the managerial level.

To understand more perspectives concerning the Service Manager, including the requirements and duties, you must digest the following information below this post.

Job Details

1. Job Category: Service Manager
2. Company name: Illinois Tool Works Manufacturing Company
3. Location: Friedrich-Bergius-Ring 30, 97076 Würzburg, Germany
4. Salary: €87,222 per year
5. Job Type: Full Time
6. Availability: Open.

Company Description

Diagraph, a global division of Illinois Tool Works, Inc., offers exciting career opportunities across the U.S. and abroad. At Diagraph, their employees experience a small company, family-like atmosphere.

They empower all of our employees to “Make Their Mark” in the organization by adopting the entrepreneurial culture.

At Diagraph, they pride themselves on offering our customers world-class solutions to meet their challenging product identification needs.

As a leading manufacturer and distributor of inkjet coders, automated labelling systems, thermal transfer inkjet coders, and laser coders.

Diagraph engineers and builds products to help manufacturers get products identified with manufacturing codes – such as lot codes, date codes, batch codes, and barcodes.

This role will be responsible for all aspects of the field and in-house service activities; the focus will be on the overall improvement of Service Technician efficiency and effectiveness.

The Service Manager will be responsible for personnel assessment and development, the establishment of field service KPIs, and reporting and analysis of performance metrics within the region.

The Service Manager will work closely with the Service & Operations Manager/ Business Unit Manager to develop a strategic, team-based approach to drive customer retention and customer acquisition.

The Service Manager must possess a clear understanding of our products and markets, along with a high level of technical aptitude.

They will also need to exhibit the ability to drive performance and accountability, as well as set and manage clear expectations.

The ability to compile and analyze data in the development of individual and regional plans will be key to success in this role.

Responsibilities

1. Manage day-to-day field and inhouse service activities
2. Develops the annual plant and services budget in conjunction with ITW Diagraph GmbH objectives and financial plan. Monitors budgets and initiates action to improve performance as required.
3. Analyzes workforce requirements and drives the hiring, training and development strategies to continually improve our high-performance teams, individual team members
4. Ongoing development of service personnel
5. Direct Service Technician interaction; individual assessment; development of improvement plan, expectations, and measurements
6. Optimize regional schedule and resource allocation
7. Take a proactive support approach to root cause analysis of issues working with other departments to eliminate reoccurrence
8. Support major account issues and key installation projects in the field, when local resources required escalated technical help
9. Spearhead all regional customer escalations, assign necessary field resources, engage necessary internal resources
10. Provide strategic direction to insure acceptable resolution
11. Conduct ongoing 80/20 and Front to Back strategic customer analysis
12. Drive accountability, measure, and provide quarterly metrics to management.
13. Collaborate with Sales & Service Manager to develop a strategic regional approach for growth
14. Produce and analyze service metrics/KPIs on a monthly and annual basis
15. Response time, Top 20 customer retention, lead generation, preventative maintenance contracts, and revenue
16. Manage all service technician’s interactions with Top20 accounts
17. Support internal coordination between departments in resolving customer issues.
18. Ability to write procedures for common repairs, troubling shooting alarms, problem-solving common events and training. Produce videos and written manuals.
19. Maintain action plans for current and upcoming equipment installs, field refurbishments and field projects.
20. Planned and organised production of special items, and oversee and manage production processes of these special items.

Qualifications

1. Minimum 5+ years related field service experience required
2. Minimum 5+ years managing a team of remote employees
3. Excellent problem-solving & customer service/selling/negotiation skills
4. High level of accuracy and attention to detail.
5. Excellent organizational & prioritization skills
6. Must possess mechanical/technical aptitude
7. Excellent oral and written communication skills are required
8. Proficient in the knowledge and use of MS Office (Outlook, Word, Excel)
9. Ability to write procedures for common repairs, troubling shooting alarms, problem-solving common events, and training. Produce videos and written manuals.

Aimglo Say

As a Service Manager Jobs, you are liable to take calls from customers, answer questions, or address any concerns they may have.

Therefore, they are responsible for planning, organizing, and directing the completion of specific projects for an organization while ensuring they are on time, on budget, and within scope.

While working, you will enjoy the enormous benefits and experience the Service Manager job produces with the company’s good platform.