Manager, Field Service

About the Role

Serpa Packaging Solutions is looking for a Field Service Manager to join our growing organization. As the Field Service Manager, you will lead and oversee the Field Service Group. The Field Service Group is responsible for providing both onsite and remote support services for our customers. Support includes the installation, upgrades, retrofits, troubleshooting, maintenance, repairs, and training on a variety of Serpa Packaging Equipment worldwide.

Responsibilities

• Effectively monitor and assign customer support cases with proven expedited response times to customer issues.
• Directly lead and efficiently manage the Field Service Group to deliver support services.
• Collect and present data to management on resource utilization and performance to budget.
• Make immediate decisions regarding the customer's service requirements and then oversee the scheduling of support resources, commensurate with customer needs and technician availability.
• Ensure service orders are successfully resolved by meeting customer deadline and satisfaction needs, as well as company productivity and profitability needs.
• Ensure that equipment performance issues are documented and then presented internally to the appropriate groups in order to facilitate resolution in a timely manner.
• Coordinate with Serpa Engineering, Fabrication, Purchasing, Assembly and Shipping Departments, as well as Third Party vendors, to ensure that a Field Support event is supplied properly and on time.
• Manage service contracts and ensure daily records of the Field Support Group are completed and maintained, which includes Daily Trip Reports, Field Service Logs, Machine Service Logs and Continuous Improvement Feedback.
• Interact heavily with internal Mechanical and Electrical Engineering departments, as well as other company teams as needed.
• Interview, hire, coach, and appraise performances of the Field Service team regularly.
• Available to receive customer service request calls during afterhours and directly coordinate field services when necessary.
• Available to travel to customer locations in support of Group operations, when appropriate.
• Ensure that department business practices and policies, including safe work practices, conduct of team members, internal and external communications, efficiency of problem resolution and a customer driven focus are all maintained at a very high level.

Requirements

• 5+ years of experience of maintenance/repairing of Electro-Mechanical equipment
• Electrical and PLC equipment experience desired, but not required.
• Proficiency using Microsoft Office (Outlook, Excel, PowerPoint and Word).
• Strong customer service and communication skills a must, both oral and written.
• Exceptional leadership and the demonstrated abilities to manage a team, maintain excellent customer relationships and be both timely and responsive to internal and external customer needs.
• Ability to travel when necessary, domestic and international – up to 20%.

Pay

Base Salary Range: $85,000 - $115,000

Benefits

Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. There is no waiting period for benefits – you are eligible on your first day of employment!

About the Company

Serpa has a track record of 41 years of strong economy proof Industries. We are known for our high quality and customized end-of-the-line machinery.

Packaging Industries Markets: Pharmaceuticals, Food & Beverage, Household, Tobacco, Pet Food, Dairy.

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities. We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day.