Service Manager

Position: Service Manager

Location: Canton, MA

Job Type: Full‑time

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? Reiser has over 60 years of success in the food equipment industry, recognized globally for quality, innovation, and unmatched customer support. We provide better, smarter solutions in food processing and packaging for manufacturers.

As part of our dynamic, growth‑driven team, we’re seeking an experienced Service Manager to work closely with the Regional Senior Service Manager and support the field service operations within a defined region. You will play a crucial role in ensuring efficient service delivery, 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.

• 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.
• Continuously strive to strengthen our supplier partnerships.
• Encourage employees to reach their potential.
• Earn a fair profit and secure our future.

We seek candidates with strong electro‑mechanical skills, previous experience as a technical manager, and who thrive in a customer‑support role. Ideal candidates are smart, energetic, hard‑working, and enjoy having fun on the job. You’ll be welcomed into a culture that values hard work, supports career growth, and is committed to the success of every employee.

• Assist the Regional Service Manager in 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.
• Collaborate 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 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 as needed.

• 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 about upcoming planned maintenance and address questions or concerns.

• Provide day‑to‑day guidance and support to field service technicians under the direction of the Sr. Regional Service Manager.
• Identify 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.

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

• Bachelor’s degree in mechanical or electrical engineering technology, or a comparable degree (preferred but not required).
• Demonstrable experience and knowledge with pneumatics, hydraulics, and motor control circuitry.
• Technical skills to install, troubleshoot,…