Service Manager

Join ProMach and Shine

Whether you're creative, strategic, persuasive, or mechanically inclined, there's a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you.

At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we'll be proud to have you on the journey.

Do we have your attention? Keep reading.

This position ensures the company's service objectives/goals are achieved, specifically ensuring customers receive prompt, high-quality product support through analysis of service revenues, costs, and improved customer satisfaction. Responsibilities include training employees and customers; planning, assigning, and directing field service technician's work; evaluating job performance; addressing complaints and resolving problems; involvement with interviewing and hiring. Responsible for fully supporting the overall company goals and objectives.

In this role you will:

• Prioritizes, schedules, and assigns work to Federal's field service technicians to ensure all customers receive effective, efficient and superior product support.
• Provides day to day supervision to Field Service Technicians and as company machinery expert, provides continuous training to technicians to increase their level of knowledge and expertise on all Federal products.
• Continues to 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.
• Trains Field Service Technicians on how to supervises customer's personnel during plant machinery installations and integrations or servicing (repair and/or troubleshooting).
• Supervises Field Service Team for employee and customer training programs including 3A certifications, new technologies, or changes in technical application(s).
• Provides daily support directly to customers and end users, e.g., receive and respond to customer inquiries, schedule service installations, product rebuilds, upgrades, and resolves customer problems
• Analyzes product warranty complaints/inquiries to identify any increasing warranty trends. Documents and communicates warranty trends with other cross functional business units within the company to aid in the facilitation to identify root cause(s) and permanent corrective actions
• Develops metrics for Federal's service technicians and office support employees to ensure company's service goals are achieved. Analyzes metrics and key performance indicators and responds/reacts to negative trends to ensure continuous improvement programs/processes are implemented in a timely and effective manner to improve upon customer satisfaction.
• Functions as a technical resource for the Sales Department's Sales Representatives and Engineering Design Department (Electrical & Mechanical) to address and resolve inquiries and problems related to installation/integration or repair. Provide technical support for other departments e.g. operations, accounting, sales, etc. on an as needed basis.
• Works with the Aftermarket Sales & Services Manager to develop short-term and long-range goals and objectives for the Field Service team that effectively supports the overall goals and objectives of Federal.
• Prepare trip reports that update the company as to the status and condition of installed equipment conditions and identifies additional equipment/parts opportunities.

Job Requirements

• BS degree in a technical discipline (engineering, etc.) or 5 year's comparable experience, preferably in the packaging industry
• 4+ years' experience in customer service, engineering or production. Good understanding of company's machinery in order to effectively handle customer problems
• Working knowledge of mechanical/electrical technical applications
• Excellent verbal and written communication skills which includes presentation skill
• Good computer skills (Microsoft Office Word/Excel)
• Good interpersonal skills and ability to successfully handle a multi-tasked role
• Some domestic and international travel may be required
• Superb time management skills
• Great communicator, persuasive and good at presenting information
• Approachable Team Player
• High proficiency in MS Office

Benefits

Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits you are eligible on your first day of employment.

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. 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!

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

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.

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.