Field Service Manager - Food Processing

About the Company

Cozzini, a Middleby company, is a leading provider of high-performance food processing equipment for protein and pet food processing. With headquarters in Elk Grove Village, IL, and an additional manufacturing site in Iowa, Cozzini offers global sales representation and many interesting career opportunities that encourage growth, development, and talent promotion.

About the Role

The Technical Service Manager is responsible for overseeing the technical service team, providing high-level support to clients, and ensuring efficient technical service operations. This role involves managing service requests, troubleshooting issues, coordinating with cross-functional teams, and delivering excellent customer service while maintaining a high level of technical expertise.

Responsibilities

• Lead, mentor, and manage a team of technical service representatives, ensuring high productivity and customer satisfaction.
• Provide hands-on technical support to customers, addressing inquiries and troubleshooting equipment or software issues.
• Oversee all aspects of technical service operations, including scheduling, resource allocation, and coordination with other departments to ensure timely service delivery.
• Build and maintain strong customer relationships, ensuring their technical needs are met and expectations exceeded.
• Generate and analyze service performance metrics, providing insights and recommendations to improve service delivery and customer satisfaction.
• Implement and maintain quality assurance processes to ensure efficient resolution of technical issues and adherence to company standards.
• Develop training programs for the technical service team to improve product knowledge, technical skills, and customer service.
• Diagnose and troubleshoot complex technical issues, collaborating with engineering, product development, and R&D teams to identify and implement solutions.
• Continuously evaluate and improve technical service processes to enhance operational efficiency and service levels.
• Ensure all technical service activities comply with safety regulations and company policies.
• Potentially up to 50% travel per year.

Requirements

• 5+ years of experience in technical support, service management, or related roles, with at least 2 years in a leadership or managerial position.
• Proven ability to lead and manage a technical team, with strong decision-making, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong focus on customer service and satisfaction, with experience managing customer relationships and addressing concerns.
• Experience in managing service projects from start to finish, including resource planning, budgeting, and execution.
• Must have a valid driver’s license and U.S. passport.
• Bilingual (Spanish) is a plus.