Head of Customer Experience / Services (Remote)

Service Manager Canton, MA On Site - No Remote Availability
Join Reiser as a Service Manager and Make an Impact!
Are you passionate about technical problem-solving and providing exceptional customer service? Join a team with over 60 years of success in the food equipment industry, recognized globally for quality, innovation, and unmatched customer support. Reiser is the trusted name for food manufacturers, delivering better, smarter solutions in food processing and packaging.

As part of our dynamic, growth-driven team, we’re seeking an experienced Service Manager to work closely with the Regional Senior Service Manager to support the field service operations within a defined region. You will play a crucial role in ensuring efficient service delivery, including overseeing break/fix operations, collaborating with the Installation Manager on new machine installations, and coordinating planned maintenance activities to maximize customer satisfaction and equipment uptime.

Robert Reiser & Co. will serve the food industry and other selected markets by selling and supporting equipment that provides solutions to customer needs.

• Every customer contact will result in an improved relationship with that customer.
• We will continuously strive to strengthen our supplier partnerships.
• If you have strong electro-mechanical skills, previous experience as a technical manager, and thrive in a customer-support role, we want to meet you! At Reiser, you'll be welcomed into a culture that values hard work, supports career growth, and is committed to the success of every employee.

Service Operations Support:

• Assist the Regional Service Manager in the daily oversight and coordination of all field service activities within the region.
• Oversee the efficient dispatch and resolution of break/fix service requests, ensuring timely response and effective troubleshooting by technicians.
• Monitor service call queues, technician availability, and customer priorities to optimize resource allocation for break/fix issues.
• Work collaboratively with the Installation Manager to ensure seamless transitions from new equipment installation to ongoing service and support.
• Support technicians on complex troubleshooting and repair issues for various equipment, including those involving pneumatics, hydraulics, and motor control circuitry.
• Ensure all completed customer visit job tickets for break/fix and planned maintenance calls are submitted daily and accurately.
• Assist in sending parts to technicians and customers related to needs.

Coordinate and schedule planned maintenance (PM) activities with customers and technicians to ensure proactive equipment care and reduce downtime.

• Track PM schedules and completion rates, identifying opportunities to improve efficiency and customer adherence to recommended maintenance.
• Proactively communicate with customers regarding upcoming planned maintenance, addressing any questions or concerns.

Team Support & Development:

• Provide day-to-day guidance and support to field service technicians under the direction of the Sr. Regional Service Manager.
• Assist in identifying training needs for technicians related to break/fix and planned maintenance procedures.
• Foster a culture of continuous improvement and customer-centricity within the service team.
• Act as a liaison between technicians, customers, and other internal departments to resolve issues and enhance customer relationships.

Administrative & Reporting:

• Assist in generating service reports, monitor break/fix response times, ensure planned maintenance completion, and above all, a high level of customer satisfaction.
• Ensure adherence to all office Standard Operating Procedures (SOPs) for customers and service operations.
• Support the Sr. Regional Service Manager in various administrative tasks as needed.

A bachelor’s degree in mechanical or electrical engineering technology or a relatable degree is preferred by not required.

• Technical skills and experience are required to competently install, troubleshoot, repair, and service the type of equipment that Reiser sells.
• Prior experience working as a field service engineer in a position that required travel.
• Previous Customer Service experience with a customer focused and servant leadership mindset
• Experience in supervising/managing several service engineers/technicians in the field or in an industrial manufacturing environment.
• Experience in the food industry is a plus.
• Bilingual (English/Spanish) skills are an added bonus.

A strong customer focus with the ability to effectively communicate between our customers and our service engineers.

• Excellent communication and training skills
• Ability to trouble-shoot, work independently and be flexible regarding frequent changes in schedule.
• Comfortable communicating with multiple people and prioritizing multiple projects simultaneously.
• We believe every customer interaction is an opportunity to strengthen our partnerships, and our team is at the heart of that mission.