Field Service Manager

About the role

ProMach's MBF North America, a supplier of bottling and packaging equipment, is seeking an experienced Field Service Manager. This position reports to the Director of Operations. The role prioritizes, schedules, and delegates work assignments, managing service technicians and office support employees to ensure customers receive the best product support in the shortest time possible.

Responsibilities

• Provide daily support directly to customers and end users, receiving and responding to inquiries, scheduling service installations, product rebuilds, upgrades, and resolving customer problems.
• Analyze metrics and key performance indicators to implement continuous improvement processes and improve customer satisfaction.
• Establish work-order content, approve time sheets, time-off requests, and manage detailed field service reports.
• Make observations at the closing of interventions to advise beneficial training, suggested spares, and prioritized recommended maintenance to assist customers in maintaining equipment performance and reliability.
• Function as a technical resource for the organization and manage service technicians within department guidelines.
• Review all completed service reports with technicians, open new cases for subsequent action, and ensure issues are closed from the customer perspective.
• Provide remote technical support to technicians and customers or assign such support to idle technicians.
• Organize builder support for interventions, including software and technical support, and plan auxiliary needs such as special tools, local machine shops, and rigging resources.
• Organize technician planning time for studying materials, installation plans, and scheduled training.
• Manage technician overtime according to guidelines and provide time estimates and manpower assessments for interventions to the Service Coordinator for quotes.
• Keep the Service Coordinator advised of schedule adjustments and changes in real time.
• Perform managerial duties for the department while adhering to established processes and policies.

Requirements

• Direct experience in bottling line equipment found in wineries, distilleries, or beverage production.
• Familiarity with combinations of fillers, corkers, cappers, capsulers, and labelers.
• Mechanical troubleshooting and repair skills.
• AC/DC electrical diagnosis ability.
• Understanding of PROFIBUS, PROFINET, and Ethernet communication protocols used in industrial automation.
• Ability to interface with PLCs to collaborate with automation specialists.
• Strong interpersonal communication skills to articulate issues and understand customer needs.
• Excellent verbal and written communication skills; share information with others prior to and after decisions in a timely manner.
• Listen effectively and accept constructive criticism.
• Ability to take independent action, solve problems, seek new responsibilities, act on opportunities, generate new ideas, and manage risk.
• Common sense/practical approach with the ability to make thoughtful and timely decisions.
• Openness to new ideas, adaptability to change, and willingness to assume new responsibilities.
• Ability to handle pressure and uncertainty, adjust work plans to meet changing company and customer needs.
• Promote a positive attitude and understand and promote company mission and values.
• Work independently and accept accountability.
• Strong leadership to oversee cross-functional teams, provide direction, maintain accountability, and grow sales and reputation.
• Clean valid driver’s license and successful completion of a background check.
• Willingness to travel by car and air, with approximately 20% travel for consultative meetings, trade shows, and OEM visits.
• Availability and engagement with customers and technicians outside regular business hours.
• Ability to perform or organize coverage for weekend and/or holiday work in emergencies.
• Ability to remain composed under stressful production pressures.

Benefits

• Comprehensive medical and dental programs.
• Life insurance.
• Generous paid time off program.
• Retirement savings plan with company match.
• Eligibility for benefits on the first day of employment with no waiting period.

Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. The company offers the rewards and opportunities of a large organization combined with the entrepreneurial culture of a smaller, fast-paced company where you can make an impact every day.