Service Manager

2 months ago

Rockford, United States Ingersoll Machine Tools Inc Full time
Job DescriptionJob Description

Department: Service

Ingersoll is a global leader in developing advanced machine tools for the world's aerospace, transportation, energy, and other heavy industries. We manufacture the largest metal removal, automated fiber placement, and 3D printing machines in the world. We are seeking a creative, driven, and highly motivated Service Manager to join our team

Position Summary:

The Service Manager oversees the IMTI customer support operation, ensuring management is informed about progress and any machine or customer issues. This role involves monitoring Field Service Engineers, interacting with Sales personnel to confirm machine requirements, and managing customer expectations. The ideal candidate will represent the company with integrity, possess excellent communication skills, and work effectively as part of a team.

Key Responsibilities:

Technical Support:

· Serve as the primary phone and email contact for Ingersoll customers.

· Create and provide estimated quotes to customers.

· Manage incoming Purchase Orders and invoicing.

· Address customer inquiries regarding machine issues.

· Follow up with customers to resolve their questions.

· Maintain the customer support call database.

· Provide customers with technical data and procedural solutions.

· Collaborate with Mechanical, Fluids, and Controls Engineering teams to resolve issues.

· Forward information to the Parts and Service Logistics Specialist, Technical Support Manager, or Spare Parts Manager as needed.

Manage the Spare Parts Department:

· Follow up on spare parts quotes sent to customers to boost sales.

· Contact existing customers to promote spare part sales.

· Generate critical spare part packages for new machine customers.

· Expedite spare part orders through the machine shop and inspection departments.

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.

· Excellent written and oral communication skills with disciplined project documentation.

Education:

  • High School diploma required
  • Technical degree preferred

Benefits:

  • 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

To all recruitment agencies: Ingersoll Machine Tools, Inc. does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Ingersoll Machine Tools employees or any other company location. Ingersoll Machine Tools, Inc.is not responsible for any fees related to unsolicited resumes/CVs.

Ingersoll Machine Tools, Inc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination.

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