Service Manager

Job Description

Miller Electric, an ITW company
, is seeking a Technical Customer Service Manager to join its Industrial Equipment and Automation team. In this role, you will oversee a team of technical customer service professionals, ensuring high‑quality technical assistance for released products and balancing hands‑on technical knowledge with strategic leadership to support daily operations, motivate team members, and elevate overall performance.

As a leader, you will drive continuous improvement in a fast‑paced, customer‑focused environment, applying technical expertise and cross‑functional collaboration to directly impact the customer experience and reinforce Miller’s reputation for service excellence.

• Hire, train, mentor, and develop technical customer service professionals.
• Establish SMART goals, performance metrics, schedules, and development plans.
• Foster employee engagement, skill development, and career progression.
• Oversee daily technical support operations to ensure responsiveness and quality.
• Manage allocation of resources including staff, tools, service laboratories, and returned equipment receiving areas.
• Ensure the team remains current on evolving technologies and industry best practices.

• Partner closely with operations, engineering, product development, and other cross‑functional teams to resolve complex technical issues.
• Provide technical feedback and insights to support product improvements and design enhancements.
• Support the development of technical manuals, troubleshooting tools, and service designs.
• Develop and deliver technical training and troubleshooting resources for customers and service partners.
• Build and maintain strong relationships with field sales, service partners, and key customers.
• Organize and coordinate Enterprise Service Manager meetings, including international teams.

• Optimize service processes, including Warranty Connect portal usage and email productivity.
• Oversee the division’s warranty process, including accurate troubleshooting, diagnosis, and system coding.
• Report warranty claims and trend data to product management.
• Review service memos and ensure consistent communication across teams.
• Maintain and manage service information on SharePoint.

• Track and communicate team performance metrics related to phone, email, and overall productivity.
• Provide actionable insights to leadership to drive continuous improvement.

• Technical Expertise:
  Strong background in electromechanical systems with welding process knowledge.
• Customer‑Focused Leader:
  Passion for delivering exceptional customer experiences while developing high‑performing teams.
• Business Acumen:
  Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Effective Communicator:
  Excellent verbal and written communication skills with the ability to present to large groups.
• Collaborative Partner:
  Ability to work across disciplines and influence without authority.
• Problem Solver:
  Decisive, proactive, and comfortable navigating complex technical and operational challenges.

• Associate degree in Electromechanical Technology preferred.
• Demonstrated strength in customer service, advanced troubleshooting, weld cell automation integration, and welding systems knowledge.
• Proficiency with Microsoft Office, Outlook, and internet‑based programs.
• Self‑starter with a positive attitude and willingness to support responsibilities beyond core service functions.
• Up to 10% travel required.

At ITW Welding, we’re not just a place to work – we’re a community that empowers you to grow and make a real impact. Join us and build a career that makes a difference!

Benefits we offer:

• Generous Retirement Benefits – 401(k) match plus additional retirement contribution.
• Paid Time Off – 11 paid holidays, 5 sick days, and vacation time.
• Company‑Paid Insurance – Life, AD&D, Short‑Term & Long‑Term Disability insurance.
• Family‑Friendly Benefits – 4 weeks of paid parental leave…