# Aftermarket Service Manager

> JIE USA · Bloomingdale, United States · Full-time · Posted 2026-10-22

**Salary:** USD 65,000–90,000

**Workplace:** on_site

## Description

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

## Benefits

-   Competitive salary
-   Paid time off and company holidays
-   Professional development and training opportunities
-   401(k) plan
-   Health, dental, and vision insurance

## Apply

[Apply at JIE USA](https://apply.workable.com/jie-usa/j/7AADF80F21/apply)

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