US Service Manager

ITW • St. Charles, IL

7d • $111,000 - $185,000 • Hybrid

About The Position

The Service Manager will lead, develop, and recruit a high-performing integrated service organization, including Field Service, Technical Support, and front-line leadership. This role fosters a culture centered on safety, accountability, continuous improvement, and ITW’s Core Values. The Service Manager drives 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. This position is responsible for 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. The role also oversees 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. The Service Manager partners cross-functionally to share best practices, strengthen service capabilities, and support broader business growth, customer retention, and operational performance objectives. A focus on continuous improvement is maintained by applying the ITW Business Model and making process improvement recommendations to management.

Requirements

• 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.

Nice To Haves

• Knowledge of Lean manufacturing concepts or projects based on the 80/20 principle is a plus.

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.

Benefits

• ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
• As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
• All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
• At ITW, we think and act like entrepreneurs. We embrace autonomy, make decisions and take ownership to create innovative solutions for our customers all over the world.
• ITW is a Fortune 200 global multi-industrial manufacturing leader. Our seven industry-leading business segments offer career development and learning opportunities in more than 50 countries across the globe.
• We’re committed to investing in our people and supporting their growth through unique and relevant development opportunities at each stage throughout the employee life cycle.
• Our decentralized, entrepreneurial culture empowers you to think and act like a business owner.
• We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that make us better together.
• The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.

What This Job Offers

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