Field Service Manager - Food Processing

Job Description

Job Description

Description:

Cozzini, a Midera company, is a leading provider of high-performance food processing equipment serving protein and pet food manufacturers worldwide . Headquartered in Elk Grove Village, Illinois, with an additional manufacturing facility in Iowa and a global customer base, Cozzini is recognized for innovative processing solutions and exceptional customer support. In this role, you would play a key part in supporting our customers and ensuring they receive the high level of service Cozzini is known for.

This role is ideal for an experienced service manager with a strong mechanical and technical background in industrial food processing equipment who enjoys leading teams, troubleshooting customer challenges, and delivering excellent service. The position combines team leadership with hands-on customer and field support and requires up to 35% travel to support customers as needed .

Job Summary:

The Field Service Manager is responsible for overseeing the technical service team, providing high-level support to customers, and ensuring that all technical service operations are carried out efficiently. This role involves managing service requests, troubleshooting issues, coordinating with many disciplines, and delivering excellent customer service while maintaining a high level of technical expertise among you and your team. 

Key Responsibilities:

• Lead, coach, develop, and monitor a team of Field Service Technicians and technical support personnel. 
• Establish service expectations, training plans, and development opportunities for service team members. 
• Ensure a culture of safety, accountability, customer care, continuous improvement, and a commitment to 100% customer satisfaction.
• Provide ongoing support during equipment installations, start-ups, troubleshooting, and customer visits when needed. 
• Build strong relationships with customers through active listening, understanding their needs, and ensuring a positive service experience.
• Work proactively as a team with customers to identify opportunities for improved equipment performance and reliability.
• Manage all field service scheduling, technician deployment, and resource allocation.
• Ensure timely response and resolution of customer service requests.
• Monitor service KPIs and implement improvements to increase efficiency, customer satisfaction, and team productivity.
• Manage documentation, service reporting, and compliance with company guidelines.
• Partner with Engineering, Quality Control, and Sales teams to improve the overall customer experience. 
• Ensure all service activities are performed in accordance with company safety standards and policies.
• Promote safe work practices for your technicians and customers.

Cozzini, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Company-Paid Life Insurance
• Company-Paid Disability Insurance
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Holidays
• 401(k) with Company Match
• Additional Technical Training Provided

• 3-5 years of field service management, technical service, or equipment support experience within industrial manufacturing or food processing environments.
• Strong mechanical aptitude with the ability to manage industrial equipment and mechanical/electrical systems.
• Experience coordinating installations, start-ups, training, maintenance programs, and customer support activities.
• Proven ability to manage customer relationships, resolve technical issues in a timely manner, and effectively use computer systems and software.
• Excellent communication, leadership, and problem-solving skills.
• Valid driver's license and ability to obtain and maintain a U.S. passport.