Service Manager

The Inside Service Manager is responsible for ensuring the delivery of exceptional customer service to meet customer satisfaction goals. This role serves as a key liaison between Sales, Service, Marketing, and Manufacturing, supporting dealers, customers, and end users. The Inside Service Manager also oversees service support and warranty functions.

• Manages all aspects of employment for assigned team members, including hiring, performance management, discipline, termination, training, coaching, mentoring, and motivation.
• Ensures assigned employees meet all responsibilities while delivering timely and effective service to internal and external customers.
• Develops, implements, and monitors short-term and long-term goals for team members.
• Maintains a high level of confidentiality and professionalism.
• Demonstrates confidence when navigating difficult situations, conversations, and advancing ideas.
• Works closely with Sales and Service teams to oversee and direct resource allocation for inside service activities.
• Collaborates across departments to ensure seamless customer interactions and achievement of customer service goals.
• Develops and implements new service offerings, training programs, documentation, and tools.
• Leads the integration and development of software and tools used by Field Service and other teams to enhance the customer experience.
• Ensures departmental systems (e.g., JDE, ADP, Solid Works) meet or exceed the needs of the organization.

• Collaborates with Sales, Engineering, Quality, and dealers to analyze and resolve product issues.
• Provides input on new products, product enhancements, and ongoing maintenance needs.
• Identifies and implements process improvements related to warranty, customer relations, and problem resolution.
• Oversees the C-Tech training program.
• Conducts root cause analysis and develops, plans, and executes action plans, which may include Service Bulletins or recall campaigns.
• Manages and/or supports multiple projects involving technical support, sample coordination, prototyping, field testing, intellectual property, and product validation.
• Interacts with Our Client’s personnel, providing field insights to support product development, market strategy, and marketing communications.

• Bachelor’s degree in Business, Ag Systems Technology, Ag Business, Engineering, or a related field and/or 4–5 years of experience in agricultural-related customer service.
• Experience with product development.
• Strong understanding of end-user industry dynamics.
• Excellent problem-solving and decision-making abilities.
• Proven leadership skills with the ability to influence and drive teams.
• Extensive experience in Supplier Relationship Management.
• Strong understanding of customer and market dynamics and requirements.
• Ability to develop sourcing strategies aligned with business and market conditions; knowledgeable in multiple methodologies.
• Willingness to travel a minimum of six weeks per year.