HSG Laser US · 16 hours ago
Service Director
Addison, IL
Full-time
Onsite
Director/Executive
$140K/yr - $190K/yr
10+ years expHSG Tech Inc. is an American subsidiary of HSG Laser, a supplier in the global metal forming solution industry. The Service Director is responsible for the strategic leadership and operational excellence of the service department, ensuring high-quality post-sale support and fostering a customer-centric approach.
Consumer Goods
Hiring Manager
Kanaan Childers, CSP, MSHR
Responsibilities
Defines and execute a long-term vision for the service organization that aligns with company goals and customer expectations
Leads initiatives to improve service delivery, reduce equipment downtime, and enhance customer experience
Establish and monitor service performance metrics, driving accountability and operational excellence
Oversees the full lifecycle of service requests, ensuring timely, accurate, and professional resolution
Directs field service teams and technical support staff, optimizing scheduling, resource allocation, and responsiveness
Ensures compliance with warranty policies, service agreements, and industry regulations
Champions a customer-centric approach across all service functions
Implements feedback mechanisms, satisfaction surveys, and follow-up protocols to measure and improve service quality
Serves as a senior escalation point for complex service issues and high-value customer relationships
Designs and implements scalable service processes, workflows, and systems to support growth and efficiency
Builds infrastructure where gaps exist, creating structure in areas of ambiguity and evolving needs
Leads digital transformation efforts within the service department, including CRM and service management platforms
Recruits, trains, and mentors a high-performing service team, fostering technical expertise and leadership capabilities
Conducts performance evaluations, succession planning, and professional development initiatives
Delivers executive-level reporting on service performance, customer satisfaction, and operational trends
Uses data-driven insights to inform strategic decisions and continuous improvement efforts
Partners with engineering, sales, and product teams to ensure service readiness for new product launches and customer feedback integration
Represents the service function in leadership meetings and strategic planning sessions
Qualification
Required
Minimum 10 years of experience in service operations, with at least 5 years in a senior leadership role within an OEM manufacturing or industrial environment as a Service Manager
Proven experience managing technical service teams and developing service infrastructure
Strategic thinker with strong operational execution capabilities
Exceptional leadership, communication, and interpersonal skills
Proficiency in CRM, ERP, and service management platforms
Strong analytical skills and ability to interpret complex data sets
Deep understanding of machinery, industrial equipment, or technical service environments
Ability to travel to customer sites, manufacturing facilities, and industry events as needed
Comfortable working in fast-paced, evolving environments and creating structure where ambiguity exists
Demonstrated resilience and adaptability in navigating change and leading through uncertainty
Preferred
Bachelor's degree in Engineering, Business Administration, or related field desired
Company
HSG Laser US
HSG Laser USA is the U.S. arm of HSG Laser, a global leader in laser cutting and metal shaping technology.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase