Field Service Manager

Addison Group; Vernon Hills (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Addison Group seeks a Service Manager to lead North American service operations for premium commercial cooking equipment. The role oversees technical support, warranty administration, field service partners, parts operations, and internal service personnel, combining electromechanical troubleshooting with strong leadership and customer focus.

You will manage dispatch, escalations, KPI tracking, parts inventory, and contractor performance; develop training, documentation, and certification

Qualifications

• Seven or more years of experience in service management, technical support, or field service operations.
• Experience with commercial foodservice equipment or complex electromechanical systems; combi oven experience is strongly preferred.
• Strong mechanical and electrical troubleshooting skills.
• Experience managing employees and third-party service providers; proven ability to improve service quality, KPIs, response times, and warranty costs.
• Strong communication, organization, and customer service skills.
• Experience using CRM, ERP, service-management, or KPI reporting systems.
• Technical degree or diploma in engineering, industrial technology, or a related discipline preferred.
• Valid driver's license and ability to travel domestically as needed.

Responsibilities

• Lead service operations, including technical support, work orders, dispatching, customer communication, and issue resolution
• Serve as the escalation point for complex equipment problems
• Manage warranty claims, costs, reporting, and coverage decisions
• Track and improve service KPIs, including response times, first-time fix rates, customer satisfaction, and cost per claim
• Lead and develop internal service technicians while coordinating parts and warehouse support
• Manage third-party service agencies, including qualification, training, compliance, and performance
• Develop technical documentation, procedures, training programs, and certification standards
• Oversee parts availability, inventory, RMAs, supplier claims, and equipment modifications
• Maintain safe, organized, and professional service and warehouse operations

Skills

Electromechanical troubleshooting

Leadership

Customer focus

Communication

Organization

Education

Engineering/Industrial technology degree

Tools

CRM software

ERP software

KPI reporting systems

Job description

A global leader in premium commercial cooking equipment is seeking a Service Manager to lead North American service operations. This position oversees technical support, warranty administration, field service partners, parts operations, and internal service personnel. The ideal candidate combines strong electromechanical troubleshooting skills with proven leadership and a customer-focused approach

.Key Responsibilitie

• sLead service operations, including technical support, work orders, dispatching, customer communication, and issue resolution
• .Serve as the escalation point for complex equipment problems
• .Manage warranty claims, costs, reporting, and coverage decisions
• .Track and improve service KPIs, including response times, first-time fix rates, customer satisfaction, and cost per claim
• .Lead and develop internal service technicians while coordinating parts and warehouse support
• .Manage third-party service agencies, including qualification, training, compliance, and performance
• .Develop technical documentation, procedures, training programs, and certification standards
• .Oversee parts availability, inventory, RMAs, supplier claims, and equipment modifications
• .Maintain safe, organized, and professional service and warehouse operations

.Qualification

• sSeven or more years of experience in service management, technical support, or field service operations
• .Experience with commercial foodservice equipment or complex electromechanical systems; combi oven experience is strongly preferred
• .Strong mechanical and electrical troubleshooting skills
• .Experience managing employees and third-party service providers.Proven ability to improve service quality, KPIs, response times, and warranty costs
• .Strong communication, organization, and customer service skills
• .Experience using CRM, ERP, service-management, or KPI reporting systems
• .Technical degree or diploma in engineering, industrial technology, or a related discipline preferred
• .Valid driver's license and ability to travel domestically as needed