Senior Service Manager — Field & Tech Operations

Addison Group; Vernon Hills (IL); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Healthcare

Dental

PTO

401k

Job summary

Addison Group in the Northwest Suburbs - Chicagoland is seeking an experienced Service Manager to lead all service operations for a growing manufacturer of commercial foodservice equipment. This onsite role requires coordinating internal technicians and third-party providers while focusing on customer satisfaction, warranties, and service quality.

You will supervise dispatch, work orders, and escalation, manage KPI reporting, and drive continuous improvement across maintenance, parts, and

Qualifications

• 5+ years in service management or field service operations.
• Experience with electromechanical systems.
• Proven ability to improve service KPIs and customer satisfaction.
• Experience with CRM, ERP, and KPI reporting systems.

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, and customer satisfaction.
• 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.

Skills

Service management

Electromechanical systems

Troubleshooting

Team leadership

KPI reporting

CRM/ERP systems

Customer service

Education

Engineering/Industrial Technology degree

Tools

CRM systems

ERP systems

Field service software

Job description

Addison Group in the Northwest Suburbs - Chicagoland is seeking an experienced Service Manager to lead all service operations for a growing manufacturer of commercial foodservice equipment. This onsite role requires coordinating internal technicians and third-party providers while focusing on customer satisfaction, warranties, and service quality.

You will supervise dispatch, work orders, and escalation, manage KPI reporting, and drive continuous improvement across maintenance, parts, and