Service Manager - Remote if not local

This person will be responsible for all service functions, including ensuring that installations and service calls are completed correctly, on time, and on budget while providing customers the best possible experience.

• Serve as initial point of contact for customers with electrical and mechanical issues. Troubleshoot and solve over phone
• Ensure that each and every install or service visit is dealt with incredibly quickly with a MASSIVE sense of urgency
• Become the expert in the product line. Be a resource to the rest of the team
• Track and log open service calls – ensure all are followed up on, even if the customer is not coming back to you
• Properly and professionally document each and every service call or visit
• Understand that the only metric that counts is whether every customer feels that they and their machines have been properly serviced
• Maintain service schedule in a highly visible way
• Build relationships with suppliers to ensure that we get the support needed when we need it
• 65% or more travel to customers, especially to start
• Identify additional service resources to fill gaps – contract, full time, etc
• Assist with manuals, knowledge base, documentation, etc. Create process

Indicators of Success

• Customer satisfaction
• Time from customer call to resolution
• Maximizing customer visits while maintaining costs
• Every service visit is completely and accurately documented
• Service calls are fixed the first time

Desired Experience

• Food manufacturing field service – likely 5 years; leadership position a bonus
• Coating / Frying / Thermal HIGHLY desired
• Managing some direct reports
• Self starter, ability to work remotely with minimal supervision
• Ability to firefight with MASSIVE sense of urgency but also able to install and follow process
• Grace under pressure, leader
• Local candidates preferred