US Service Manager

ITW • Saint Charles, MO

5d • Hybrid

About The Position

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.

Requirements

• Bachelor’s degree in business, engineering or another related field is preferred.
• 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.
• Physical/visual activities or demands that are commonly associated with the performance of the functions of this job.
• While performing the duties of this job, the employee is frequently required to talk, hear, sit and type, occasionally twist/turn, reach above shoulder and outward, stand, walk, bend, and grasp with hands.
• The employee must carry up to 50 pounds occasionally and push and pull up to 20 pounds occasionally.
• Specific vision abilities required by this job include concentrated attention, close vision, far vision, depth perception, color vision, and the ability to bring objects into sharp focus.

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.
• Foster 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.
• Minimize customer downtime and strengthen long-term customer relationships.
• Establish and monitor key service performance metrics, including First-Time Fix Rate, CSAT, response time, and repair effectiveness.
• Use 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.
• Lead commercial service strategies by optimizing pricing for labor, travel, contracts, training, and spare parts.
• Identify new aftermarket revenue opportunities and increase 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.
• Ensure 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.
• Maintain focus on continuous improvement by applying the ITW Business Model.
• Make 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.

What This Job Offers

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