Service Manager

Illinois Tool Works

  • Appleton, WI
  • Permanent
  • Full-time
  • 23 days ago
Job Description:Miller Electric, an ITW company, is seeking a Service Manager to join the Welding Accessories and Cutting team. As a Service Manager, you will play a key leadership role, driving change in a fast-paced, dynamic environment. Your strong interpersonal skills will enable you to lead, coordinate, and support technical product service activities for the Welding Accessories & Cutting Division.In this role you will be responsible for overseeing a team of technical support professionals and ensuring effective delivery of technical assistance in released products. You will have the opportunity to lean on both technical expertise while applying strategic leadership to help provide an excellent customer experience.You will have the opportunity to inspire and manage a team, motivating employees to achieve optimal workplace productivity while fostering their professional growth. This is your chance to make a significant impact helping drive the great service that Miller has become known for.How you will Make an Impact:Team Management
  • Hire, train and mentor staff to improve team performance
  • Skill development and certifications
  • Career progression
  • Company engagement
  • Set SMART goals and performance metrics for team members
  • Oversee the daily operation of the technical support team
  • Manage allocation of resources – staff, budget and tools for team’s smooth operation
  • Stay up to date with the latest technologies and best practices to ensure team’s knowledge and support approaches remain current
Collaboration with Functional Teams and Customers
  • Actively support product development process and develop technical manuals, troubleshooting and service design
  • Develop programs and opportunities to generate service revenue on products
  • Provide technical feedback and insights on issues to support product development or improvements
  • Collaborate across divisions to resolve complex technical issues on products and service parts
  • Develop and deliver service training, sessions or materials on troubleshooting to customers
  • Build relationships with service partners and large end-customers
  • Organize and coordinate the Enterprise After-Market Managers’ meetings
Process and Procedure Optimization
  • Conduct root cause analysis and implement collaborative solutions on high recurring warranty issues
  • Lead Incident Reporting process and resolution
  • Ensure that products meet quality standards, regulatory compliance and customer expectations
  • Develop and refine standards, procedures and processes for efficient and effective technical support
  • Lead technical documentation for support staff – product service notes and references, FAQs, knowledge base articles, troubleshooting guides, onboarding training, etc.
  • Introduce innovative service tools to enhance delivery of technical support
Performance Monitoring and Reporting to Management
  • Develop reports for performance metrics and communicate team productivity – phone, chat, emails
  • Develop reports and communicate division warranty claims and warranty trend
  • Track and report on divisional technical support KPIs
Manage Division Warranty process
  • Build relationship with priority Suppliers and lead technical discussions to improve credit claims process, compliance, escalations and problem resolution
  • Troubleshoot and support Service Warranty system updates
  • Guide team in diagnosis, system coding and positive customer experience
  • Review company-wide Service Memos
  • Organize Enterprise Service Managers’ meetings
  • Maintain service information SharePoint site
  • Support Service Training and International Service teams
What you need to do to be successful in this role:
  • Technical Expertise: Expert in electromechanical systems with welding process background.
  • Business-Minded: Demonstrate strong business acumen, organizational skills, and a detail-oriented approach as a self-starter with a willingness to learn and grow.
  • Effective Communicator: Exhibit excellent oral and written communication skills with the ability to present to large groups.
  • Collaborative: Maintain open communication with all stakeholders to address challenges and share successes.
  • Project Management: Be able to handle multiple projects at various stages and work with others to get them to completion.
  • Relationship Builder: Cultivate strong relationships among employees, channel partners, and key end-users.
Qualifications:
  • Bachelor’s degree preferred.
  • Minimum 2-5 years’ experience in a similar role.
  • Proficient in Microsoft Office and Excel programs.
  • 10% travel
Company DescriptionComprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories. ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard / Tregaskiss MIG Guns.Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by (NYSE: ITW). The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products. Miller keeps the tradition alive by focusing on its top priority: people.Additional InformationITW Welding is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status, age, or any other characteristic protected by law.Why ITW Welding?Here’s what we offer to help you build the future you want:
  • Generous Retirement Benefits – 401(k) match PLUS an additional retirement contribution to help you plan for the future.
  • Paid Time Off – 11 paid holidays, 5 sick days, and vacation time to take time for what matters.
  • Company-Paid Insurance – Life, AD&D, Short-Term & Long-Term Disability insurance to give you peace of mind.
  • Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement to support your family journey.
  • Education Assistance – tuition reimbursement because we believe in investing in your personal and professional development.
At ITW Welding, we’re not just a place to work – we’re a community that empowers you to grow and make a real impact. Join us and build a career that makes a difference!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.

Illinois Tool Works