Job Description

Build Your Career as a Field Service Manager in a Growing Company

At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire. You can be creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer service authority. Meticulous. A closer. A futurist.

You’ll be challenged and rewarded. Make friends and have fun. Improve our customers’ packaging performance and efficiency every day. Help build the future of packaging automation. We’re proud of that and hope you will be too.

Do we have your attention? Keep reading.

Fogg Filler is looking for a talented and driven Field Service Manager to lead the day-to-day operations and strategy for the Service department. The Service Manager is responsible for managing the activities/projects with specific responsibilities for the planning, organization, scheduling, and implementation of field service installations of Fogg Filler equipment worldwide. Position focus is to enhance equipment service and sales, both new and after-market.

Below are the job responsibilities of the Field Service Manager.

• Prioritize, schedule, and delegate work assignment, effectively managing service technicians and office support employees to ensure all customers receive the best product support in the shortest time possible.
• Provide daily support directly to customers and end users, to receive and respond to customer inquiries, schedule service installations, product rebuilds, upgrades, and resolves customer problems.
• Analyze product warranty inquiries to identify any increasing warranty trends. Document and communicate warranty trends with other cross functional business units within the organization to aid in the facilitation to identify root cause(s) and permanent corrective actions.
• Develop metrics for service technicians and office support employees to ensure company’s service goals are achieved. Analyze metrics and key performance indicators and respond to negative trends to ensure continuous improvement processes are implemented in a timely and effective manner to improve upon customer satisfaction.
• Provide end-users access to emergency assistance at all hours of the day, year-round, including holidays.
• Coordinate all work-orders, approve time sheets and expense reports, and manage detailed field service reports (install status, warranty changes, file updates, etc.).
• Coordinate technical service participation in customer FAT’s and machine checkout prior to shipment.
• Work as a Field Service Technicians to install, integrate, repair and troubleshoot as needed to meet customer needs, identify and correct hardware or software discrepancies, make recommendations for product improvements and advise customer of necessary parts to keep in stock, and comprehensive FAT participant.
• Function as a technical resource for the organization to address and resolve inquiries and problems related to installation/integration or repair.
• Hire, train, and manage Service Team in the best customer service practices.
• Customer service to be provided both internally and externally.

Who we’re looking for?

• BS degree in a technical discipline (Engineering, Manufacturing, etc.) or 5 year’s comparable technical customer service experience, preferably in the packaging industry.
• Good understanding of machinery to effectively handle customer problems.
• Working knowledge of mechanical/electrical technical applications.
• Must have a working knowledge of CAD and application to specification and components, as well as a working knowledge of plumbing and electrical components and the ability to follow machine installation to completion.
• Promote a positive attitude, understand, and promote company mission and values. Must be able to work independently and accept accountability.
• Possess strong leadership to oversee cross-functional team to provide direction, maintain accountability, and grow sales.
• Must have excellent, effective verbal and written communication skills, share information with others prior to decisions and after decisions in a timely manner. Listen effectively and accept constructive criticism.
• Ability to take independent action solving problems, seek out new responsibilities, act on opportunities, generate new ideas and manage risk of new ideas, work to promote self-development.
• Must have a common sense/practical approach, ability to make thoughtful and timely decisions, get clarity of issue or objective by getting input in the decision-making process and show consideration for the impact of the decisions.
• Show openness to new ideas, ability to adapt to change and assume new responsibilities. Must be able to handle pressure and uncertainty, adjust work plans to meet changing company and customer needs.
• Proficient computer skills (Microsoft Office – Word/Excel).
• Some domestic and international travel will be required.
• Must be able to work on weekends and/or holidays if an emergency occurs.
• Travel required a minimum of 25% of the work year.
• Able to lift a minimum of 50 pounds and be in good physical condition.

What’s in it for you?

There's no monopoly on good 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 choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. 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. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

We have been named to the Inc. 5,000 list of 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 strengths 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.

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ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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