Service Operations Leader

ABG - A B Graphic International; Elgin (IL); On-site; USD 85,000 - 120,000; Full time

Job summary

ABG - A B Graphic International is seeking a Service Manager in Elgin to lead the Service operation, develop the team, and drive efficiency. You will ensure timely, high-quality support and strengthen customer relationships while guiding service growth.

You will oversee daily operations, plan resources, and monitor performance metrics to deliver outstanding service outcomes and maintain safety and compliance across teams.

Qualifications

• Experience leading technical or field service teams.
• Strong organizational and problem-solving skills.
• Excellent communication and customer-facing abilities.

Responsibilities

• Lead, coach and develop the Service team (technicians, administrators, and Assistant Service Manager).
• Oversee daily service operations: scheduling, installations, warranty support, field service activities.
• Build and maintain strong customer relationships; manage escalations and service issues.
• Monitor KPIs: response times, technician utilization, first-time fix rate, customer satisfaction; drive continuous improvement.
• Ensure effective use of Microsoft Dynamics; manage service cases and monthly reports.
• Identify opportunities to improve service processes, reduce repeat visits, and develop contracts or maintenance programs.
• Collaborate with Engineering, Production, Sales and Software Controls to improve communication and service delivery.

Skills

Leadership

People management

Customer relationships

Process improvement

Communication

Problem solving

Education

High school diploma or GED

Tools

Microsoft Dynamics

Job description

ABG - A B Graphic International is seeking a Service Manager in Elgin to lead the Service operation, develop the team, and drive efficiency. You will ensure timely, high-quality support and strengthen customer relationships while guiding service growth.

You will oversee daily operations, plan resources, and monitor performance metrics to deliver outstanding service outcomes and maintain safety and compliance across teams.