Aftermarket Service Manager

JIE USA Inc is seeking a highly technical and professional Service Manager to oversee all aftermarket service activities for our North American operations. This includes warranty management, restock requests, paid repairs and customer complaint management. This role ensures responsive, solution-oriented responses that improve the overall customer experience.

This position works cross-functionally with North American and global colleagues in quality, engineering, supply chain, operations and sales as well as our customers, and plays a critical role in driving customer satisfaction, operational discipline, and continuous improvement.

Key Responsibilities

• Aftermarket Service Management
• Manage daily aftermarket operations which include RGA issuance, inspection reports, field service visits and 3rd party authorized repair partners
• Act as customer facing contact for all paid repair, warranty evaluations, aftermarket product complaints and restock requests for US market
• Actively monitor service-related tickets in Zendesk to ensure responsiveness and solution-focused communication
• Engage with and manage 3rd party repair partners as needed
• Build out regional authorized repair partner network to handle field service activities as needed
• Ensure proper containment, short-term preventative actions and long-term preventative actions for all incidents
• Collaborate with sales, quality and operations teams to drive customer satisfaction and resolutions that balance customer advocacy and customer accountability
• Oversee warranty administration, service documentation, and compliance with company policies and industry standards
• Establish and maintain strong customer relationships to ensure long-term satisfaction and repeat business.
• Implement continuous improvement initiatives that enhance service delivery, operational effectiveness, and customer experience.
• Ensure all service activities are conducted safely and in accordance with company safety standards and regulatory requirements.
• Develop and optimize processes that result in quick actions as well as the most cost-effective solutions for JIE
• Continuous Improvement & Process Development
• Identify and lead initiatives that improve quality performance, service effectiveness, and customer satisfaction
• Drive cross-functional problem-solving and process improvement projects
• Support ERP and system enhancements related to RGA and quality tracking as well as traceability
• Use data-driven analysis to recommend and implement operational improvements

Requirements

• Education and Experience
• Bachelor’s degree in Business, Engineering, Quality, or a related field preferred
• Must have experience in production floor coordinating field service activity required
• 3 or more years of experience in service management, technical support, field service or a related leadership role preferred
• Prior experience in an industrial or technical manufacturing environment strongly preferred, knowledge of gear reducers and/or electric motors is a plus
• Experience with ERP platforms required; NetSuite preferred
• Eligible to work in the United States required
• Able to work on-site required
• Skills and Competencies
• Excellent problem-solving and analytical skills with a practical, hands-on mindset
• High attention to detail and strong process discipline
• Professional written and verbal communication skills, particularly with technical products
• Customer-focused leadership and experience handling customer escalations preferred
• Ability to manage multiple priorities in a fast-paced, cross-functional environment
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) required
• Comfortable working independently while collaborating effectively across teams – both locally and globally
• Experience with Lean methodologies preferred
• Experience with CAPA preferred