Service Manager

Job duties include:

• Primary responsibility will be to manage the service department activities relating to complete line of Fagor products, namely: CNC controls and servo drives, Digital readouts, Linear and rotatory feedback systems and Turnkey packages.
• Organize the current service department, including task responsibilities and assignments for various members of the service team.
• Set up a maintain a review process with all service department personnel (set up, modify and review goals every 8 weeks).
• Review the RAN - product return process (for product and upgrade and repairs) and implement changes to ensure better response times and higher customer satisfaction.
• Manage and optimize the service warehouse inventory.
• Management of service policies for various products lines and spare part prices.
• Ensure an excellent level of customer service satisfaction.
• Carry out regular service survey with customers after on-site service and training calls.
• Review, improve and implement comprehensive policy for servicing of imported CNC machines by working together with Marketing Manager, General Manager, Service Manager (Spain) and the Customer Service Managers.
• Coordinate service parts orders through inside sales, with the head-office in Spain and maintain an up to date service price list.
• Create and maintain relationships with various OEM, Retrofitters, Machine Distributors and large & prestigious end-users including visiting them on a regular basis.
• Work closely with designated personnel at Fagor- HQ in Spain for matters relating to quality, training of personnel and technical support.
• Manage all activities of Turnkey package and repair department.
• Manage service department activities including service and installation schedules, performance evaluations, expense reports, time sheets and service reports.
• Maintain showroom machines, building and training facilities.
• Develop and implement service database and call log center for telephone support, call log tracking and service scheduling (work with HQ for implementing SAP based CRM).
• Design and apply a comprehensive training program with regular schedule at Rolling Meadows location.
• Management of all trade shows across USA and Canada (product part only).
• Meet the set revenue goals for service department.

What we offer

• Salary: From $99,902 to $135,000/year

• Benefits: Health, dental and long-term disability insurance, 401K plan, with the company matching 50% of employee’s contributions, up to 4% and 3 weeks paid vacation each year