Field Service Manager

At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire.

You’ll be challenged and rewarded. Improve our customers’ packaging performance and efficiency every day. Help build the future of packaging automation. We’re proud of that and hope you will be too.

Do we have your attention? Keep reading.

Matrix Packaging Machinery, a division of ProMach, is seeking an experienced Field Service Manager to lead the service team. This role is ideal for a detail-oriented professional who thrives in a fast-paced environment and enjoys collaborating across engineering, manufacturing, and customer-facing teams.

As Field Service Manager, you’ll contribute to the company’s success by coordinating Field Service activities and continuously working towards exceeding our customer’s service expectations. You’ll play a critical role in maintaining strong customer relationships and driving continuous improvement within the department.

Are you excited about this work?

• Monitor workload schedule and staffing requirements. Schedule field service support accordingly.
• Assign technical phone support requests to appropriate resource (technician, engineering, sales).
• As needed, provide technical phone support on all Matrix and distributed product lines.
• When required, provide technical documentation to Service Technicians prior to dispatching.
• Provide field service quotes to customers and Matrix Sales.
• Enter field service jobs into ERP system to ensure proper invoicing of customers.
• Advise Field Service Technicians daily and provide opportunity for continuous training to technicians to increase their level of knowledge and expertise on all Matrix products and distributed lines.
• Assist Aftermarket leadership in completion of performance reviews, coaching, discipline, etc.
• Report daily to Aftermarket leadership on field service work in progress.
• Review service reports for required follow-up and engineering updates.
• Follow all service processes and contribute ideas for continuous improvement.
• Complete other tasks as assigned by supervisor.
• Some travel is required.

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!

Please note that the pay ranges listed on external job boards, outside our posting details, do not accurately reflect our internal compensation ranges.

If this sounds like you, we want to connect!

• 3-5 years industrial machinery service experience: Matrix, Pacraft, INV, preferred.
• Excellent technical skills (mechanical and electrical) and capability to successfully advise on complex service-related concerns. When outside help is required, follow up and remain involved during the process.
• Proficient Windows-based knowledge, MS Office Suite, ERP software, CRM software, preferred.
• Respond quickly to change, work effectively under deadlines, and ability to multi-task.
• Team player with good written and verbal communication skills. Ability to interface effectively with customers and all internal departments.
• Education: 2 Year Technical Degree preferred.
• Previous supervisory experience preferred.

Rugged, cost competitive, and easy-to-use, Matrix packaging systems include vertical form fill seal equipment for all types of flexible packaging, as well as INVPack stickpack and sachet machines and Pacraft pre-made pouch machines. As part of the ProMach Flexibles business line, Matrix helps our packaging customers protect and grow the reputation and trust of their consumers. ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit http://www.ProMachBuilt.com and for more information on ProMach Careers, visit http://www.ProMachCareers.com.

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.

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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.

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