Pace is a division of Pro Mach, a leading provider of integrated packaging and processing solutions for over 20,000 customers worldwide. Through multiple brands, Pro Mach provides product packaging and processing equipment, PMMI certified training, installation, parts, and service for primary and secondary packaging, flexible packaging, end-of-line packaging, and identification and tracking. For more information on Pro Mach’s brands visit www.ProMachBrands.com. 

We are seeking a talented Field Service Manager to ensure the company’s Aftermarket Sales objectives/goals are achieved and to serve customers with prompt, high-quality product support. The position is located in Fairfield, NJ, reports to the Director of Aftermarket Services. In this position, you’ll evaluate service revenues, costs, and help deliver improved customer satisfaction. 

Responsibilities:

• Prioritize, schedule, and assign work to Pace’s Field Service Technicians to ensure all customers receive effective, efficient, and superior product support.
• Provide day to day supervision to Field Service Technicians and as company machinery expert, provide continuous training to technicians to increase their level of knowledge and expertise on all Pace products.
• Train Field Service Technicians on how to supervise customer’s personnel during plant machinery installations and integrations or servicing (repair and/or troubleshooting).
• Supervise Field Service Team for employee and customer training programs including 3A certifications, new technologies, or changes in technical application(s).
• Provide 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.
• Analyze product warranty complaints/inquiries to identify any increasing warranty trends. Document and communicate warranty trends with other cross functional business units within the company to identify root cause(s) and permanent corrective actions.
• Develop and/or evaluate metrics for Pace’s service technicians and office support employees to ensure service goals are achieved. Analyze metrics and key performance indicators and respond to negative trends to ensure continuous improvement programs/processes are implemented in a timely and effective manner to improve upon customer satisfaction.
• Function 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.
• Develop short-term and long-range goals and objectives with the department to effectively support the overall goals and objectives of Pace.
• Prepare trip reports that update the company as to the status and condition of installed equipment conditions and identifies additional equipment/parts opportunities.

Requirements:

• Associate’s Degree in related field preferred.
• 7 years of experience in technical support of an electro-mechanical product or system, preferably coupled with formal technical training (with at least 2 years of Progressive Management Experience).
• Demonstrated ability to mentor, coach, and provide direction to a team of employees.
• Ability to supervise Field Service Technicians, complete performance reviews, assess potential new talent as part of recruiting process, and maintain confidentiality of employee information.
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization’s business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret. Excellent attention to detail.
• Advanced Microsoft Office Skills.
• Ability to travel.