Aftermarket Service Manager

JIE USA•Bloomingdale, IL

5d•$65,000 - $90,000•Onsite

About The Position

JIE USA Inc is seeking a highly technical and professional Service Manager to oversee aftermarket service activities for its North American operations. The role covers warranty management, restock requests, paid repairs, and customer complaint management, with the goal of providing responsive, solution-oriented service that improves the customer experience. The position works cross-functionally with North American and global colleagues in quality, engineering, supply chain, operations, and sales, as well as with customers. It plays a critical role in customer satisfaction, operational discipline, and continuous improvement. The manager oversees daily aftermarket operations, customer-facing service matters, repair partners, warranty administration, service documentation, and process improvement. The role is required to work on-site and requires eligibility to work in the United States.

Requirements

Experience coordinating field service activity on a production floor is required.
Experience with ERP platforms is required.
Eligibility to work in the United States is required.
Ability to work on-site is required.
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.
Ability to manage multiple priorities in a fast-paced, cross-functional environment.
Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, is required.
Ability to work independently while collaborating effectively across local and global teams.

Nice To Haves

Bachelor’s degree in Business, Engineering, Quality, or a related field preferred.
Three or more years of experience in service management, technical support, field service, or a related leadership role preferred.
Prior experience in an industrial or technical manufacturing environment strongly preferred.
Knowledge of gear reducers and/or electric motors is a plus.
NetSuite experience preferred.
Customer-focused leadership and experience handling customer escalations preferred.
Experience with Lean methodologies preferred.
Experience with CAPA preferred.

Responsibilities

Manage daily aftermarket operations, including RGA issuance, inspection reports, field service visits, and third-party authorized repair partners.
Serve as the customer-facing contact for paid repairs, warranty evaluations, aftermarket product complaints, and restock requests for the U.S. market.
Monitor service-related tickets in Zendesk to ensure responsive, solution-focused communication.
Engage with and manage third-party repair partners as needed.
Build a 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 incidents.
Collaborate with sales, quality, and operations teams to drive customer satisfaction and resolutions that balance customer advocacy and accountability.
Oversee warranty administration, service documentation, and compliance with company policies and industry standards.
Establish and maintain strong customer relationships to support long-term satisfaction and repeat business.
Implement continuous improvement initiatives to enhance service delivery, operational effectiveness, and customer experience.
Ensure service activities are conducted safely and in accordance with company safety standards and regulatory requirements.
Develop and optimize processes that result in quick actions and cost-effective solutions for JIE.
Identify and lead initiatives to 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, quality tracking, and traceability.
Use data-driven analysis to recommend and implement operational improvements.