US Service Manager
Illinois Tool WorksAbout the role
Job Description:
Responsibilities
Lead, develop, and recruit a high-performing integrated service organization, including Field Service, Technical Support, and front-line leadership, while fostering a culture centered on safety, accountability, continuous improvement, and ITW’s Core Values.
Drive an exceptional end-to-end customer experience by optimizing service delivery processes, establishing clear escalation paths, and ensuring responsive, high-quality support that minimizes customer downtime and strengthens long-term customer relationships.
Establish and monitor key service performance metrics, including First-Time Fix Rate, CSAT, response time, and repair effectiveness, using data and insights to drive operational improvements, service excellence, and customer satisfaction.
Own service revenue growth and profitability by developing and expanding value-added aftermarket offerings, including service contracts, extended warranties, training, remote support solutions, and other scalable service programs.
Lead commercial service strategies by optimizing pricing for labor, travel, contracts, training, and spare parts, while identifying new aftermarket revenue opportunities and increasing service contract attachment rates on new equipment sales.
Oversee field service operations, including technician scheduling, dispatching, utilization, safety compliance, RMA processes, and spare parts management, ensuring operational efficiency and consistent service execution across the organization.
Partner cross-functionally to share best practices, strengthen service capabilities, and support broader business growth, customer retention, and operational performance objectives.
Maintains focus on continuous improvement by applying the ITW Business Model and makes process improvement recommendations to management.
Position Qualification Requirements
Education: Bachelor’s degree in business, engineering or another related field is preferred.
Experience/Skills:
7+ years in service management, ideally within an industrial equipment or manufacturing environment.
Proven track record of managing a P&L and growing service revenue by selling value.
Proficiency with CRM/FSM (Field Service Management) software and ERP systems.
Exceptional ability to translate complex technical issues into clear, empathetic communication for customers.
Knowledge of Lean manufacturing concepts or projects based on the 80/20 principle is a plus.
Other Requirements and Conditions
Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance of the functions of this job.
While performing the duties of this job, the employee is frequently required to talk, hear, sit and type, occasionally twist/turn, reach above should
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