Field Service Manager

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.

Great work culture, working environment, career growth opportunities!

If this sounds like you, we want to connect!

Requirements:

• 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.

Desired 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%.

What’s in it for you?

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.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. The education and experience you bring to a role with us matters. Placement within our salary range is determined based upon years of directly relatable experience for your position. These components, along with local and national compensation survey data, contribute to deciding a candidate's potential starting rate of pay.

Total compensation includes your pay, potential short-term incentive opportunities, comprehensive medical/dental/vision programs, as well as life insurance, disability insurance, paid time off programs, a retirement savings plan with a company match, and a wellness program. 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!

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

Serpa has a track record of 38 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

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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