Service Engineer

Job Overview

This position works cross-functionally with North American and global colleagues in quality, engineering, supply chain, operations and sales as well as our customers, and plays a critical role in driving customer satisfaction, operational discipline, and continuous improvement.

Key Responsibilities

Service Management

• Manage daily aftermarket operations which include RGA issuance, inspection reports, field service visits and 3rd party authorized repair partners
• Act as customer facing contact for all paid repair, warranty evaluations, aftermarket product complaints and restock requests for US market
• Actively monitor service-related tickets in Zendesk to ensure responsiveness and solution-focused communication
• Engage with and manage 3rd party repair partners as needed
• Build out regional authorized repair partner network to handle field service activities as needed
• Ensure proper containment, short-term preventative actions and long-term preventative actions for all incidents
• Collaborate with sales, quality and operations teams to drive customer satisfaction and resolutions that balance customer advocacy and customer accountability
• Oversee warranty administration, service documentation, and compliance with company policies and industry standards
• Establish and maintain strong customer relationships to ensure long-term satisfaction and repeat business.
• Implement continuous improvement initiatives that enhance service delivery, operational effectiveness, and customer experience.
• Ensure all service activities are conducted safely and in accordance with company safety standards and regulatory requirements.
• Develop and optimize processes that result in quick actions as well as the most cost-effective solutions for JIE

Improvement & Process Development

• Identify and lead initiatives that improve quality performance, service effectiveness, and customer satisfaction
• Drive cross-functional problem-solving and process improvement projects
• Support ERP and system enhancements related to RGA and quality tracking as well as traceability
• Use data-driven analysis to recommend and implement operational improvements

Qualifications

Education and Experience

• Bachelor’s degree in Business, Engineering, Quality, or a related field preferred
• Five or more years of experience in service management, technical support, field service or a related leadership role
• Prior experience in an industrial or technical manufacturing environment strongly preferred, knowledge of gear reducers and/or electric motors is a plus
• Experience with ERP platforms – NetSuite preferred

Skills and Competencies

• Excellent problem-solving and analytical skills with a practical, hands-on mindset
• High attention to detail and strong process discipline
• Professional written and verbal communication skills, particularly with technical products
• Customer-focused leadership
• Ability to manage multiple priorities in a fast-paced, cross-functional environment
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint)
• Comfortable working independently while collaborating effectively across teams – both locally and globally

Benefits

• Competitive salary and company gainshare program
• Paid time off and company holidays
• Professional development and training opportunities
• 401(k) plan
• Health, dental, and vision insurance

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many experience do you have in gearbox/gear motor/motion control industry?

Education:

• Bachelor's (Required)

Experience:

• service/ aftermarket/client facing?: 1 year (Required)

Ability to Commute:

• Bloomingdale, IL 60108 (Required)

Work Location: In person

Salary : $65,000 - $85,000