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.

This role is ideal for an experienced service professional with a strong mechanical and technical background in industrial food processing equipment who enjoys leading teams, solving complex customer issues, and driving service excellence. The successful candidate will balance team leadership with direct customer engagement and field support, ensuring our customers receive outstanding service and maximum equipment performance.

Cozzini has a great opportunity for a Field Services Professional to join our Team!

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 cross-functional teams, and delivering excellent customer service while maintaining a high level of technical expertise.

Key Responsibilities:

• Lead, coach, and develop a team of Field Service Technicians and technical support personnel. 
• Establish performance expectations, training plans, and development opportunities for service team members. 
• Promote a culture of safety, accountability, customer service, and continuous improvement.
• Serve as the primary escalation point for complex equipment and processing issues. 
• Provide hands-on support during equipment installations, start-ups, troubleshooting, and customer visits when needed. 
• Build strong relationships with customers and ensure a positive service experience. 
• Work proactively with customers to identify opportunities for improved equipment performance and reliability.
• Manage 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.
• Oversee documentation, service reporting, and compliance with company standards.
• Partner with Engineering, Manufacturing, Product Development, and Sales teams to address customer concerns and improve products.
• Provide feedback from the field to support product enhancements and innovation initiatives.
• Assist with the development of technical training materials and service processes.
• Ensure all service activities are performed in accordance with company safety standards and applicable regulations.
• Promote safe work practices for employees 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
• Paid Technical Training Programs

• 5+ years of field service, technical service, maintenance, or equipment support experience within industrial manufacturing or food processing environments.
• Minimum 2 years of leadership experience managing service technicians or technical teams.
• Strong mechanical aptitude with the ability to troubleshoot industrial equipment and processing systems.
• Experience coordinating installations, start-ups, maintenance programs, and customer support activities.
• Proven ability to manage customer relationships and resolve technical issues in a professional and timely manner.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with Microsoft Office and service management/reporting systems.
• Valid driver's license and ability to obtain and maintain a U.S. passport.

Preferred Qualifications:

• Bilingual English/Spanish skills are highly desirable.