Manager of National Services

Marmon Holdings, Inc. • Carol Stream, IL

7d • $74,400 - $111,600

About The Position

The Manager of National Services leads National Service operations and provides governance across service-readiness capabilities. The role is accountable for the performance, effectiveness, and continuous improvement of dispatch, warranty, claims, and readiness functions, ensuring that service operations are disciplined, scalable, and aligned with customer and business needs.

The Manager establishes operating standards, performance expectations, and readiness governance while leading and developing the team responsible for day-to-day National Service execution and new-product service readiness. The role monitors operational and readiness performance, maintains accountability across functions, addresses systemic barriers, and escalates material risks that could affect service execution, product launches, customer experience, or cost-to-serve.

Working cross-functionally with Product, Engineering, Technical Training, Customer Support, and Field Service, the Manager integrates National Service and Aftermarket Readiness capabilities while maintaining clear functional ownership and decision rights. The position includes approximately 25–30% travel for leadership meetings, conventions, customer or supplier visits, field-service alignment, and product-readiness activities.

Requirements

• Bachelor's degree or equivalent experience in a technical, operations, engineering, service, or related field.
• 8–12+ years of progressive experience in field service, National Service operations, warranty and dispatch management, technical support, product support, or related service environments.
• Demonstrated experience leading teams and managing operational performance.
• Experience establishing governance, performance standards, and continuous-improvement priorities.
• Experience working cross-functionally with Engineering, Product, Customer Support, Training, and Field Service.
• Strong operational and people leadership in service and field environments.
• Deep understanding of dispatch, warranty, claims, and field-service dynamics.
• Systems thinking across product, service, capability, and customer outcomes.
• Performance management and data-driven decision-making skills.
• Cross-functional leadership, influence, and stakeholder-alignment skills.
• Clear decision-making, escalation, and risk-management capability.
• Organizational capability building, coaching, and talent-development skills.
• Process-improvement, cost-management, and operational-scalability mindset.
• Ability to translate strategic priorities into clear operating expectations and measurable outcomes.
• Approximately 25–30% travel for leadership meetings, conventions, customer or supplier visits, field-service alignment, and product-readiness activities.

Nice To Haves

• Experience supporting product launches, service-readiness programs, or similar cross-functional implementation work.
• Experience supporting NPD, product launch, or service-readiness programs.
• Familiarity with stage-gate or readiness-governance processes.
• Experience with warranty systems, service analytics, diagnostic tools, or call-routing technologies.
• Exposure to aftermarket or equipment-based service models.
• Lean, Six Sigma, or continuous-improvement experience.

Responsibilities

• Lead National Service operations across dispatch, warranty, claims, and service-readiness functions.
• Set team priorities, operating expectations, performance standards, and accountability.
• Ensure consistent and efficient execution of service requests, warranty processes, and field-service coordination.
• Monitor operational performance, capacity, service quality, and cost-to-serve; address systemic gaps and sustain corrective actions.
• Establish governance and performance expectations for dispatch and warranty operations, including diagnostic validation, warranty policy application, approvals, and escalations.
• Monitor dispatch accuracy, repeat service activity, warranty performance, and service outcomes; improve field execution and reduce avoidable service demand.
• Establish and maintain the service-readiness framework for new product introductions, including standards for diagnostics, documentation, training alignment, field capability, and support preparedness.
• Oversee NPD Readiness Leads, review portfolio readiness and dependencies, escalate significant risks, and incorporate launch lessons into future standards and processes.
• Lead, coach, and develop the National Service and readiness organization; set role expectations and decision rights, assess resource needs, and support performance management, succession planning, and skill development.
• Align with Engineering, Product, Customer Support, Technical Training, Field Service, and other Aftermarket functions; establish accountability and escalation pathways and remove systemic barriers.
• Partner with the ASA Manager to align field capability with National Service needs, review service-quality, responsiveness, coverage, and cost trends, and support effective field execution.
• Establish and monitor performance measures; use operational data to identify trends, risks, capability gaps, and improvements, and translate insights into priorities and corrective actions.
• Identify opportunities to reduce repeat demand, improve service efficiency, and optimize cost-to-serve; sponsor improvements to workflows, processes, standards, and service models.
• Own National Service operating priorities and resource allocation, dispatch and warranty governance within company policies, performance standards, readiness governance, team capability priorities, and escalation of material launch-readiness risks.
• Provide leadership visibility into material risks, trends, and business impacts; hold the organization accountable for measurable improvements in service performance, quality, efficiency, and readiness.

Benefits

• Medical, dental, vision, and prescription drug insurance plans.
• Access to a Health Advocate who can help employees understand the health plan and select benefits.
• Tax-advantaged spending accounts for health and dependent-care expenses.
• Wellness programs and resources, including telehealth, mental health, fitness, and family planning.
• Paid time off, holidays, and parental leave.
• Company-sponsored life insurance.
• 401(k) with a fully vested company match; Marmon may also make an additional annual discretionary contribution.
• Financial and retirement advising.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager