Service Manager

HERRMANN ULTRASONICS INC•Bartlett, IL

12d

About The Position

We are Herrmann. We are looking for people who share our vision and culture. Let us shape the future together! Because our employees are our greatest asset. Herrmann Ultrasonics is hiring for a Service Manager! Immerse yourself into the fascinating world of ultrasonic welding! Herrmann Ultrasonics develops and builds machines that join plastics, packaging materials, nonwovens and metals with ultrasonic vibrations. This technology is suitable in many industries, such as medical, electronics, food and automotive. With nearly 700 global employees, based in 4 Headquarters and 22 Tech Centers, we are represented in 20 countries worldwide. Role Overview As Service Manager, you will oversee a team of Service Engineers, ensuring high-quality technical support, customer satisfaction, and operational excellence. You will coordinate service activities, support continuous improvement initiatives, and ensure the team has the training and resources needed to succeed. This role requires a combination of leadership, technical expertise, and customer-focused problem-solving.

Requirements

Experience managing a technical service team, ideally in manufacturing, machinery, or industrial equipment.
Strong problem-solving skills and mechanical aptitude.
Excellent communication and customer service skills.
Ability to plan, organize, and prioritize tasks effectively.
Proficiency with MS Office and service management tools (experience with service platforms is a plus).
Technical background in mechanical, manufacturing, or industrial engineering preferred.
Bachelor’s degree in Mechanical Engineering, Industrial Engineering, or a related technical field required; additional certifications or technical training is a plus
Proven ability to communicate clearly and professionally, both verbally and in writing
Strong attention to detail with a focus on accuracy and quality
Dependable, professional, and able to maintain composure in a fast-paced environment
Excellent organizational and time-management skills with the ability to prioritize multiple tasks
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams)

Responsibilities

Manage, schedule, and support the service team to deliver exceptional customer experiences.
Oversee all service-related cases, ensuring timely resolution and systematic troubleshooting.
Provide technical guidance and process support to customers via phone, email, onsite, and in-house visits.
Plan and document equipment commissioning, testing, and customer training.
Monitor service performance metrics, including response time, and resolution time.
Collaborate with other departments to implement process improvements and operational efficiencies.
Oversee installation, integration, and optimization of equipment, including training for customers and staff.
Train new employees on technical processes and service best practices.
Support continuous development and coaching of team members to enhance technical and customer service skills.
Lead service-related projects and ensure alignment with organizational goals.