Service Operations Manager

4 weeks ago


Rockford, Illinois, United States Ingersoll Machine Tools Inc Full time
Job Summary

We are seeking a highly skilled Service Manager to oversee the IMTI customer support operation, ensuring seamless communication and issue resolution for our global customers.

This role involves monitoring Field Service Engineers, interacting with Sales personnel to confirm machine requirements, and managing customer expectations.

The ideal candidate will possess excellent communication skills, work effectively as part of a team, and represent the company with integrity.

Key Responsibilities:
  • Provide technical support to customers via phone and email.
  • Create and provide estimated quotes to customers.
  • Manage incoming Purchase Orders and invoicing.
  • Address customer inquiries regarding machine issues.
  • Maintain the customer support call database.
  • Collaborate with Engineering teams to resolve technical issues.
  • Manage the Spare Parts Department, including generating critical spare part packages and expediting orders.
Qualifications & Experience:
  • Knowledge of CNC Milling Machines and their components.
  • Demonstrated experience in machine tool builds or service.
  • Familiarity with production machinery, processes, and standards.
  • Strong leadership skills with the ability to drive service sales and profitability.
  • Excellent critical thinking, problem-solving, communication, and presentation skills.
  • Willingness to travel worldwide as required.
  • High degree of self-motivation and determination.
  • Proven strategic planning skills for managing long-term projects.
Benefits:
  • Holidays
  • Vacation/Personal time
  • Health/Dental/Vision insurance
  • 401(k)
  • Health Savings Account (HSA) and Flexible Spending Account (FSA)
  • Long and Short-Term Disability
  • Life insurance
  • Tuition Reimbursement Program


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