About this role
About the Role We are seeking a highly motivated Service Specialist to oversee post-sale activities for Milwaukee Tool Authorized Service Centers in the assigned region. Reporting to the Senior Territory Manager, this role ensures high-quality customer support to distributors and end users, optimizes operational efficiency and repair quality, and drives continuous improvement while fostering leadership, collaboration, and a customer-focused culture.
What You'll Do
- Supervise, direct, and coordinate all post-sales activities for the Authorized Service Centers in the assigned markets, including conducting an annual audit of these centers to ensure compliance with Milwaukee procedures, quality standards, and achievement of associated goals.
- Assist in the timely approval of electronic warranty claims submitted by Authorized Service Centers in collaboration with the Technical Service team.
- Provide expert post-sales product knowledge to distributors and end customers; execute strategic initiatives (including expansion); collaborate with Sales and Jobsite Solutions to capture market share, drive sales growth, and strengthen relationships.
- Develop proactively and promote post-sale system solutions for distributors and end users.
- Develop primary market knowledge (users, applications, products, competition and channels) to inform strategy and field initiatives.
- Provide field feedback to corporate management regarding product and application trends, field performance, and opportunities; document findings in Field Product Reports and QA as needed.
- Coordinate and deliver training for Authorized Service Center staff on product knowledge, systems, operations, and quality per Milwaukee standards.
- Assist leadership with various branch projects and operations as assigned.
- Act as a liaison between service centers, customers, and the field team to ensure customer satisfaction and timely resolution of escalations and warranty support.
- Stay current with industry trends to support development and innovation of new post-sale products and services; identify areas for process improvements and ensure technicians meet standards.
- Maintain and update the resources, fixtures, and equipment within the network to ensure locations adhere to Milwaukee's service standards and quality.
What We're Looking For
- Bachelor’s degree or equivalent in Business or Engineering preferred.
- Minimum of three years of experience in a field related to sales, service, or operations with account management preferred.
- Management experience preferred.
- Proficiency in English and Spanish (bilingual) required.