Aftermarket Service Lead - Warranty & Field Support

JIE USA, INC.; Bloomingdale (IL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

PTO and holidays

Professional development and training

401(k) plan

Health, dental, and vision insurance

Job summary

JIE USA Inc seeks a highly technical Service Manager to oversee all aftermarket service activities for North American operations, focusing on warranty management, restock requests, paid repairs, and customer complaint handling. This on-site role in Bloomingdale, IL emphasizes responsive, solution-oriented service to improve the customer experience.

You will lead RGA issuance, field service coordination, and 3rd party repair partners, while collaborating with sales, quality, and operations to

Qualifications

• Bachelor's degree in Business, Engineering, Quality, or related field.
• Experience coordinating field service on production floor.
• 3+ years in service management or related leadership role.
• Industrial manufacturing experience; gear reducers and/or electric motors a plus.
• ERP platforms experience; NetSuite preferred.
• Eligible to work in the United States; on-site work required.

Responsibilities

• Oversee all aftermarket service activities for North American operations, including warranty management, restock requests, paid repairs and customer complaint management.
• Manage daily aftermarket operations including RGA issuance, inspection reports, field service visits and third‑party repair partners.
• Act as customer-facing contact for all paid repair, warranty evaluations, aftermarket product complaints and restock requests for US market.
• Monitor service-related tickets in Zendesk to ensure responsiveness and solution-focused communication.
• Engage with and manage third‑party repair partners as needed.
• Build out regional authorized repair partner network to handle field service activities as needed.
• Collaborate with sales, quality and operations to drive customer satisfaction and resolutions.
• Oversee warranty administration, service documentation, and compliance with company policies and industry standards.
• Establish and maintain strong customer relationships to ensure long‑term satisfaction and repeat business.
• Implement continuous improvement initiatives that enhance service delivery and customer experience.

Skills

Problem-solving

Analytical skills

Communication skills

Customer leadership

Prioritization

Team collaboration

Independent working

Education

Bachelor's degree in Business/Engineering

Tools

NetSuite ERP

MS Office

Job description

JIE USA Inc seeks a highly technical Service Manager to oversee all aftermarket service activities for North American operations, focusing on warranty management, restock requests, paid repairs, and customer complaint handling. This on-site role in Bloomingdale, IL emphasizes responsive, solution-oriented service to improve the customer experience.

You will lead RGA issuance, field service coordination, and 3rd party repair partners, while collaborating with sales, quality, and operations to