Service Manager

Title: Service Manager

Onsite: Monday-Friday

Location: Northwest Suburbs - Chicagoland

Salary: $90,000-$110,000 + Bonus

Benefits: Healthcare, Dental, PTO, 401k

Position Overview

We are seeking an experienced Service Manager to lead all service operations for a growing manufacturer of commercial foodservice equipment. This individual will oversee technical support, field service operations, warranty administration, service quality, and customer satisfaction while managing both internal technicians and third-party service providers. The ideal candidate combines strong technical expertise with proven leadership experience and a passion for delivering exceptional customer service.

Key Responsibilities

• Lead all service operations, including technical support, dispatching, work order management, customer communication, and issue resolution.
• Serve as the primary escalation point for complex equipment troubleshooting and technical issues.
• Manage warranty claims, approvals, reporting, and cost control initiatives.
• Monitor and improve key service metrics, including:
  • Response times
  • First-time fix rates
  • Customer satisfaction
  • Warranty costs
  • Cost per service claim
• Lead, coach, and develop internal service technicians while coordinating with parts and warehouse teams.
• Manage third-party service agencies, including qualification, onboarding, training, compliance, and performance management.
• Develop and maintain technical documentation, service procedures, training programs, and technician certification standards.
• Oversee parts inventory, RMAs, supplier claims, equipment modifications, and service-related inventory planning.
• Ensure service and warehouse operations are safe, organized, and operating efficiently.
• Drive continuous improvement initiatives to enhance service quality and operational performance.

Qualifications

• 5+ years of experience in service management, technical support, or field service operations.
• Experience supporting complex electromechanical systems required.
• Strong mechanical and electrical troubleshooting skills.
• Experience managing technicians and third-party service organizations.
• Proven success improving service KPIs, customer satisfaction, response times, and warranty performance.
• Experience with CRM, ERP, field service management, or KPI reporting systems.
• Excellent leadership, communication, organizational, and customer service skills.
• Technical degree or diploma in Engineering, Industrial Technology, or a related field preferred.
• Valid driver's license with the ability to travel domestically as needed.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.