Aftermarket Service Manager

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 is seeking a highly technical and professional Service Manager to oversee all aftermarket service activities for our North American operations. This includes warranty management, restock requests, paid repairs and customer complaint management. This role ensures responsive, solution-oriented responses that improve the overall customer experience.

Key Responsibilities

Aftermarket Service Management

• Manage daily aftermarket operations which include RGA issuance, inspection reports, field service visits and 3rd party authorized repair partners
• Act as customer facing contact for all paid repair, warranty evaluations, aftermarket product complaints and restock requests for US market
• Actively monitor service-related tickets in Zendesk to ensure responsiveness and solution-focused communication
• Engage with and manage 3rd party repair partners as needed
• Build out regional authorized repair partner network to handle field service activities as needed
• Ensure proper containment, short-term preventative actions and long-term preventative actions for all incidents
• Collaborate with sales, quality and operations teams to drive customer satisfaction and resolutions that balance customer advocacy and customer accountability
• 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, operational effectiveness, and customer experience
• Ensure all service activities are conducted safely and in accordance with company safety standards and regulatory requirements.
• Develop and optimize processes that result in quick actions as well as the most cost‑effective solutions for JIE

Continuous Improvement & Process Development

• Identify and lead initiatives that improve quality performance, service effectiveness, and customer satisfaction
• Drive cross‑functional problem‑solving and process improvement projects
• Support ERP and system enhancements related to RGA and quality tracking as well as traceability
• Use data‑driven analysis to recommend and implement operational improvements

Requirements

Education and Experience

• Bachelor's degree in Business, Engineering, Quality, or a related field preferred
• Must have experience in production floor coordinating field service activity required
• 3 or more years of experience in service management, technical support, field service or a related leadership role preferred
• Prior experience in an industrial or technical manufacturing environment strongly preferred, knowledge of gear reducers and/or electric motors is a plus
• Experience with ERP platforms required; "NetSuite" preferred
• Eligible to work in the United States required
• Able to work on‑site required

Skills And Competencies

• Excellent problem‑solving and analytical skills with a practical, hands‑on mindset
• High attention to detail and strong process discipline
• Professional written and verbal communication skills, particularly with technical products
• Customer‑focused leadership and experience handling customer escalations preferred
• Ability to manage multiple priorities in a fast‑paced, cross‑functional environment
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) required
• Comfortable working independently while collaborating effectively across teams - both locally and globally
• Experience with Lean methodologies preferred
• Experience with CAPA preferred

Benefits

• Competitive salary
• Paid time off and company holidays
• Professional development and training opportunities
• 401(k) plan
• Health, dental, and vision insurance