Technical Service Manager

Wheeling, IL
Full Time
Information Systems (IS) / IT Operations
Mid Level

Role: Technical Service Manager

HRforGrowth® is engaged as the talent acquisition partner to conduct this search on behalf of a client organization that is hiring for this role. HRforGrowth is not the employer for this position. HRforGrowth identifies, evaluates, and presents top-tier candidates through its global talent acquisition practice; all employment decisions — including final selection, offer terms, compensation, and conditions of employment — are made solely by the hiring organization.

Our Client is seeking a technically skilled and customer-focused Technical Service Manager to support service coordination, customer service, technical troubleshooting, and field service operations within a food production environment. This role will serve as a key point of contact between customers, service companies, equipment dealers, technicians, sales teams, and internal departments to ensure service requests are coordinated and resolved efficiently.

The ideal candidate will have a technical education or trade school background, hands-on experience working with electrical appliances or equipment, and strong customer service and administrative skills. The successful candidate will be comfortable troubleshooting with end users and technicians, coordinating service activities, maintaining accurate service records, and working in a fast-paced, highly collaborative environment

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Location: Wheeling, IL 60090
Job Type: Full-Time
Compensation: $91,000 – $100,000 per year
 

Key Responsibilities

Service Coordination
Monitor equipment startups, warranty calls, and service requests while maintaining accurate status and asset tracking information in internal systems.
Coordinate and track service activities to ensure timely follow-up and resolution.
Train service companies and equipment dealer sales and service personnel on relevant equipment and service processes.
Maintain accurate service documentation and updates throughout the service lifecycle.

Customer Support
Serve as a primary point of contact for customers regarding service inquiries, scheduling, status updates, and follow-ups.
Maintain professional and responsive communication through phone, text, email, and service portals.
Troubleshoot equipment and service issues with end users and technicians.
Work closely with service managers, technicians, sales teams, culinary teams, and other departments to support smooth operational workflows.
Field and coordinate service-related calls from consultants, general contractors, HVAC professionals, electricians, plumbers, dealers, installers, and end users.
Assist in analyzing service trends, customer feedback, and operational efficiency.
Track service activity and related information through Microsoft Dynamics 365 Service Hub.
Identify recurring service issues and assist with developing effective solutions and process improvements.

Required Qualifications
Trade school education, technical education, or equivalent hands-on technical experience required.
Hands-on experience working with electrical appliances, equipment, or related technical systems.
Minimum 2+ years of administrative, customer service, or service coordination experience.
Strong ability to troubleshoot technical issues with end users and service technicians.
Experience working in a customer-facing or service-oriented environment.
Strong organizational and multitasking abilities with excellent attention to detail.
Highly effective written and verbal communication skills.
Strong customer service mindset and problem-solving abilities.
Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP systems.
Ability to work effectively in a fast-paced environment while maintaining accuracy and professionalism.
Ability to coordinate effectively with customers, technicians, service companies, dealers, contractors, and internal stakeholders.
Multilingual communication skills are a plus.

Preferred Qualifications
Familiarity with scheduling, dispatching, or service management systems.
Experience working in a service-oriented or technical service environment.
Experience with Microsoft Dynamics 365 Service Hub.
Associate or Bachelor's degree is a plus.
Experience in food production, commercial food equipment, or a related technical environment is preferred.

Skills & Competencies
Strong organizational and multitasking skills.
Excellent written and verbal communication.
Strong customer service and relationship-management skills.
Technical troubleshooting and problem-solving ability.
Ability to manage multiple service requests and priorities simultaneously.
Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP platforms.
Ability to collaborate effectively with technical and non-technical teams.
Strong attention to accuracy, follow-through, and documentation.
Ability to remain professional and composed in a fast-paced service environment.

Benefits
Competitive salary based on experience
Health, dental, and vision insurance
Paid Time Off (PTO) and holidays
Retirement plan options
Opportunities for professional growth and development

About HRforGrowth:
HRforGrowth is a full-service HR and talent partner built to support companies that are scaling, transforming, or navigating change. HRFG is globally recognized for delivering quality, speed, and cost-effective talent solutions across every level of the workforce. Through its global talent acquisition practice, HRforGrowth applies world class rigor and precision to identifying exceptional professional and executive talent on behalf of its clients — from temporary staffing to permanent hourly workers through to placing C-suite executives. HRforGrowth is presenting this opportunity in its capacity as the retained search partner and does not serve as the employer of record for this position.

Equal Employment Opportunity:
In its recruiting and search practices, HRforGrowth does not discriminate on the basis of race, color, religion, national origin, age, marital status, physical or mental disability, sex, sexual orientation, gender, or gender identity, and welcomes applications from all qualified individuals. HRforGrowth evaluates and presents candidates to its clients without regard to any protected characteristic.

HRforGrowth endeavors to advise the hiring organization to comply with all applicable federal, state, and local equal employment opportunity laws — including those enforced by the U.S. Equal Employment Opportunity Commission (EEOC) — in its hiring decisions, terms of employment, and workplace practices.

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