Service Manager

AB Graphic International; Elgin (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive Salary

Health, dental and vision insurance

Life Insurance

Long term disability 401k with match

20 days paid vacation

FSA

Job summary

AB Graphic International in Elgin, IL is seeking a Service Manager to lead the service team, oversee daily operations, ensure efficient scheduling, and maintain strong customer relationships.

You will drive improvements, manage KPIs, and ensure safety and quality across service activities, collaborating with Engineering, Production, Sales, and Software Controls to grow the business. A Dynamics familiar background is preferred.

Qualifications

• Leadership experience in service environments
• Ability to manage multiple tasks and teams
• Strong customer relations and problem-solving skills
• Familiarity with safety, quality, and documentation standards

Responsibilities

• Lead and develop the service team including technicians and administrators.
• Manage scheduling, dispatching, and field service activities.
• Oversee customer relationships and resolve escalations.
• Drive continuous improvement through process optimization and KPI tracking.
• Ensure safety, quality, and compliance in all service activities.

Skills

Critical thinking

Computer literacy

Driving license

Lifting 55 lbs

Communication

Mechanical aptitude

Electrical aptitude

Dynamics familiarity

GED or High School Diploma

Education

High school diploma or GED

Tools

Microsoft Dynamics

Job description

Job Title

• Service Manager

Department

• Service

Location

• Elgin, IL

Main Purpose of role

• Lead and develop the service team to ensure strong performance, accountability, continuity, and continued growth.
• Oversee daily service operations to ensure efficient scheduling, resource allocation, and customer support.
• Maintain strong customer relationships while resolving escalations and improving the overall customer experience.
• Drive continuous improvement and strategic growth through better processes, service programs, and performance measurement.
• Ensure service activities meet company standards for quality, safety, compliance, and documentation.
• Maintain a clear understanding of Dynamics, ensuring cases stay at a manageable level and supply necessary monthly reports and KPI’s

Main Tasks

• Customer Relationship Management
  • Serve as the secondary point of contact for escalated customer concerns and key accounts.
  • Maintain regular communication with customers regarding service performance, open issues, and improvement opportunities.
  • Resolve customer complaints and service escalations while maintaining strong customer relationships.
  • Develop customer retention strategies and improve overall customer experience throughout the equipment lifecycle.
  • Build long-term relationships with strategic customers to support future business opportunities.
• Team Leadership & Development
  • Lead, coach, and develop the service team, including technicians, administrators, and the Assistant Service Manager.
  • Conduct hiring, onboarding, performance evaluations, succession planning, and employee development.
  • Establish performance expectations and accountability throughout the department. Setting up and maintaining training standards.
  • Foster collaboration between Service, Engineering, Production, Sales, and Software Controls teams.
  • Manage team conflicts, staffing challenges, and workforce planning initiatives.
• Service Operations
  • Direct and oversee all service operations including scheduling, dispatching, installations, warranty support, and field service activities.
  • Oversee resource allocation to ensure efficient utilization of personnel, tools, and equipment.
  • Monitor and improve service response time, utilization, first-time fix rate, and customer satisfaction.
  • Drive process improvements that increase efficiency, reduce repeat visits, and improve customer outcomes.
  • Ensure utilization of Dynamics, and reporting systems, and documentation processes are being done to correct policy standards.
• Business Growth & Strategic Planning
  • Develop and grow service contracts, preventative maintenance programs, and aftermarket service offerings.
  • Establish annual department goals, budget requests, and strategic initiatives.
  • Analyse service data and trends to identify revenue growth and operational improvement opportunities.
  • Partner with departments to improve customer handoffs and post-sales support processes.
  • Prepare and present service department performance reports, forecasts, and recommendations to leadership.
• Compliance & Quality Assurance
  • Ensure all service activities comply with company policies, customer requirements, and industry standards.
  • Maintain and improve departmental quality standards and service procedures.
  • Ensure compliance with all safety requirements and promote a culture of workplace safety.
  • Implement corrective actions for recurring service, quality, or customer satisfaction issues.
  • Conduct regular audits, reviews, and continuous improvement initiatives to ensure service excellence.
• Produce timely and detailed administrative paperwork
• Cooperate with technical sales team and share information across the organization
• Offer support if applicable to other members of staff.
• Develop a thorough understanding of ABG machine functionality, options, and customer applications.

Key Skills

• Ability to apply critical thinking and problem-solving skills
• T skills – Simple understanding of computers and network-based systems
• Passport and Clean driving record
• Ability to lift up to 55 pounds and ability to stand on your feet up to 8 hours a day
• Great communication skills to work with customers
• Great mechanical aptitude
• Electrical aptitude
• Computer literate
• High school diploma or GED equivalent

Personal Attributes

• Ability to work alone or within a team
• Ability to self-learn
• Able to prioritise and meet deadlines
• Organized
• Time management
• Can do attitude
• Methodical approach to problem solving
• Courteous and professional at all times
• Effective communication
• Willingness to travel

Responsible For

• Health and Safety of Self and Colleagues
• Following Company rules, policies, and procedures
• Electronic equipment
• Tools and inventory
• Maintaining any and all items supplied by A B Graphic

Reports To

• Operations Manager

Ad Hoc

• This list is not exhaustive, and you may be required to carry out other reasonable tasks at your manager’s request within your competence.

Benefits

• Competitive Salary
• Health, dental and vision insurance
• Life Insurance
• Long term disability401k with match
• 20 days paid vacation
• FSA