Aftermarket Service Leader - Warranty & Field Support

JIE USA Inc.; Bloomingdale (IL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Paid time off and holidays

Professional development and training

Job summary

JIE USA Inc is seeking a highly technical and professional Service Manager to oversee all aftermarket service activities for our North American operations. You will manage warranty, restock requests, paid repairs and customer complaints to improve the overall customer experience.

In this role, you will work cross-functionally with quality, engineering, supply chain, operations, and sales, driving customer satisfaction, operational discipline, and continuous improvement while ensuring safety and

Qualifications

• Bachelor’s degree in Business, Engineering, Quality, or related field preferred.
• 3+ years in service management, technical support, field service, or related leadership role.
• Experience in industrial or technical manufacturing environment is preferred.
• ERP platforms experience required; NetSuite preferred.
• Eligible to work in the United States and able to work on-site.

Responsibilities

• Oversee daily aftermarket operations including RGA issuance, inspection reports, and field service visits.
• Serve as customer-facing contact for paid repairs, warranty evaluations, and restock requests in the US market.
• Monitor service tickets in Zendesk and drive responsive, solution-focused communication.
• Coordinate with 3rd party repair partners and expand regional authorized repair networks.
• Develop and optimize processes for faster action and cost-effective solutions.
• Ensure warranty administration, service documentation, and compliance with policies.
• Collaborate with sales, quality, and operations to balance customer advocacy and accountability.
• Lead continuous improvement initiatives to enhance service delivery and customer experience.

Skills

Problem-solving

Attention to detail

Analytical thinking

Cross-functional leadership

Customer focus

Communication skills

Multi-tasking

Microsoft Office (Excel/PowerPoint)

Lean methodologies

CAPA

Education

Bachelor’s degree in Business/Engineering/Quality

Tools

ERP systems

NetSuite

Job description

JIE USA Inc is seeking a highly technical and professional Service Manager to oversee all aftermarket service activities for our North American operations. You will manage warranty, restock requests, paid repairs and customer complaints to improve the overall customer experience.

In this role, you will work cross-functionally with quality, engineering, supply chain, operations, and sales, driving customer satisfaction, operational discipline, and continuous improvement while ensuring safety and