Service Manager

JOB DESCRIPTION:

With over 3,000 installations in nearly 40 countries, Federal leads the industry with high-speed rotary and inline liquid filling and capping equipment for manufacturers of aerosol, pourable, and non-pourable viscous and semi-viscous products in the food, pharmaceutical, personal care, home care, and chemical markets. As part of the ProMach Filling & Capping business line, Federal 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.

Job Description

This position ensures the company’s service objectives/goals are achieved, specifically ensuring customers receive prompt, high-quality product support through analysis of service revenues, costs, and improved customer satisfaction. Responsibilities include training employees and customers; planning, assigning, and directing field service technician’s work; evaluating job performance; addressing complaints and resolving problems; involvement with interviewing and hiring. Responsible for fully supporting the overall company goals and objectives.

In this role you will:

• Prioritizes, schedules, and assigns work to Federal’s field service technicians to ensure all customers receive effective, efficient and superior product support.
• Provides day to day supervision to Field Service Technicians and as company machinery expert, provides continuous training to technicians to increase their level of knowledge and expertise on all Federal products.
• Continues to work as a Field Service Technicians to Install, integrate, repair and troubleshoot as needed to meet customer needs, identify and correct hardware or software discrepancies, make recommendations for product improvements and advise customer of necessary parts to keep in stock, and comprehensive FAT participant.
• Trains Field Service Technicians on how to supervises customer’s personnel during plant machinery installations and integrations or servicing (repair and/or troubleshooting).
• Supervises Field Service Team for employee and customer training programs including 3A certifications, new technologies, or changes in technical application(s).
• Provides 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
• Analyzes product warranty complaints/inquiries to identify any increasing warranty trends. Documents and communicates warranty trends with other cross functional business units within the company to aid in the facilitation to identify root cause(s) and permanent corrective actions
• Develops metrics for Federal’s service technicians and office support employees to ensure company’s service goals are achieved. Analyzes metrics and key performance indicators and responds/reacts to negative trends to ensure continuous improvement programs/processes are implemented in a timely and effective manner to improve upon customer satisfaction.
• Functions 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.
• Works with the Aftermarket Sales & Services Manager to develop short-term and long-range goals and objectives for the Field Service team that effectively supports the overall goals and objectives of Federal.
• Prepare trip reports that update the company as to the status and condition of installed equipment conditions and identifies additional equipment/parts opportunities.
  
  

Job Requirements

• BS degree in a technical discipline (engineering, etc.) or 5 year’s comparable experience, preferably in the packaging industry
• 4 years’ experience in customer service, engineering or production. Good understanding of company’s machinery in order to effectively handle customer problems
• Working knowledge of mechanical/electrical technical applications
• Excellent verbal and written communication skills which includes presentation skill
• Good computer skills (Microsoft Office – Word/Excel)
• Good interpersonal skills and ability to successfully handle a multi-tasked role
• Some domestic and international travel may be required
• Superb time management skills
• Great communicator, persuasive and good at presenting information
• Approachable Team Player
• High proficiency in MS Office
  
  

Benefits

Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits – you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach utilizes E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.