Service Director (Villa Park)Confidential • Villa Park, IL, United States
Service Director (Villa Park)
Confidential • Villa Park, IL, United States
1 day ago
Job type
- Full-time
Job descriptionDefines and execute a long-term vision for the service organization that aligns with company goals and customer expectations. Leads initiatives to improve service delivery, reduce equipment downtime, and enhance customer experience. Establish and monitor service performance metrics, driving accountability and operational excellence. Oversees the full lifecycle of service requests, ensuring timely, accurate, and professional resolution. Directs field service teams and technical support staff, optimizing scheduling, resource allocation, and responsiveness. Ensures compliance with warranty policies, service agreements, and industry regulations. Champions a customer-centric approach across all service functions. Implements feedback mechanisms, satisfaction surveys, and follow-up protocols to measure and improve service quality. Serves as a senior escalation point for complex service issues and high-value customer relationships. Designs and implements scalable service processes, workflows, and systems to support growth and efficiency. Builds infrastructure where gaps exist, creating structure in areas of ambiguity and evolving needs. Leads digital transformation efforts within the service department, including CRM and service management platforms. Recruits, trains, and mentors a high-performing service team, fostering technical expertise and leadership capabilities. Conducts performance evaluations, succession planning, and professional development initiatives. Delivers executive-level reporting on service performance, customer satisfaction, and operational trends. Uses data-driven insights to inform strategic decisions and continuous improvement efforts. Partners with engineering, sales, and product teams to ensure service readiness for new product launches and customer feedback integration. Represents the service function in leadership meetings and strategic planning sessions. Bachelors degree in Engineering, Business Administration, or related field desired. Minimum 10 years of experience in service operations, with at least 5 years in a senior leadership role within an OEM manufacturing or industrial environment as a Service Manager. Proven experience managing technical service teams and developing service infrastructure. Strategic thinker with strong operational execution capabilities. Exceptional leadership, communication, and interpersonal skills. Proficiency in CRM, ERP, and service management platforms. Strong analytical skills and ability to interpret complex data sets. Deep understanding of machinery, industrial equipment, or technical service environments. Ability to travel to customer sites, manufacturing facilities, and industry events as needed. Comfortable working in fast-paced, evolving environments and creating structure where ambiguity exists. Demonstrated resilience and adaptability in navigating change and leading through uncertainty.
Primary Function :
- Has overall responsibility for the strategic leadership and operational excellence of the service department.
- Builds scalable infrastructure, implements efficient processes, and fosters a culture of continuous improvement to support long-term customer relationships and business growth.
- Ensures the delivery of high-quality post-sale support through effective service request management, field service coordination, and customer satisfaction initiatives.
Primary Responsibilities :
Strategic Service Leadership
Service Operations Management
Customer Experience & Satisfaction
Secondary Responsibilities :
Process & Infrastructure Development
Team Development & Leadership
Reporting & Analytics
Cross-Functional Collaboration
Position Requirements :
Education & Experience
Skills & Competencies
Other Requirements
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Director Service • Villa Park, IL, United States
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