Field Services Manager

Summary Of Job

The Field Service Manager’s primary function is the oversight for a team of technicians in their assigned region. Our technicians are responsible for all aspects of maintenance for our equipment at customer sites. This includes but is not limited to installation, repair, uninstall, maintenance and management of Pregis packaging systems and equipment. In addition to managing the technical team, the Field Service Manager will partner with the Regional Sales Manager to understand the commercial strategy and to ensure successful execution in the assigned region. The Field Service Manager serves as an escalation point to address customer issues, scheduling conflicts and personnel issues. They must be able to collaborate with the different parts of the business, including sales, operations, engineering, customer and counterparts in other regions.

Essential Functions And Responsibilities

• Manage the field service team and develop efficient workflows that result in optimum customer service
• Analyze operational data to develop initiatives that help drive business improvements
• Facilitate and enable the training of their service staff and assist them in goal setting, skill enhancement, and performance review activities
• Facilitate the development and attachment of programs that improve their technical and customer service skills
• Own and manage the Regional Service Program(s)
• Develop relationships with regional, strategic and enterprise-based customers and distributors
• Provide support and guidance to service staff while ensuring they follow company policies and procedures
• Address customer inquiries, resolve customer issues, and proactively obtain customer feedback
• Investigate and resolve problems resulting from substandard performance
• Drive quality initiatives to enhance Pregis products, processes, and workflows
• Support new product introductions in their region
• Manage team financials (Overtime, Travel and Entertainment, Vehicle leases)
• Manage and measure team performance against KPIs and SLAs

Education And Experience

• 5+ years of field service management experience
• 2+ years’ experience managing dispersed or offsite team members
• 2+ years’ experience in a role developing and managing of Business Processes
• 2+ years’ experience with Inventory Management
• Experience with SAP, C4C, C4S preferred
• Experience with Tableau, preferred
• Technical background and ability to understand mechanical troubleshooting, calibration, and maintenance, as well as an electrical aptitude, desired but not required
• Experience managing dispersed or offsite team members
• Must be able to develop and sustain a culture of growth and advocacy for change
• Must be able to work successfully independently with little to no direct supervision
• Outstanding customer service skills
• Exceptional interpersonal skills and the ability to effectively engage with every level of customer, including senior level clients, internal customers (Pregis directors, managers, and service staff peers).
• Excellent oral and written communication skills
• Proficient in Microsoft Office

Job Requirements

• Ability to lift up to 50 lbs
• Comfortable sitting for extended periods in a company vehicle or in an office
• Frequent bending, kneeling, and walking long distances
• Ability to operate company-issued electronic devices (laptop, iPhone, iPad) for prolonged periods
• Comfortable working at heights, on ladders, and able to obtain a scissor lift certification
• Ability to work in various environments including warehouses, manufacturing floors, and outdoor settings
• Tolerance to temperature fluctuations