Field Service Manager

Field Service Manager

At Pro Mach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire. You can be creative, strategic, persuasive, influential, and a customer service authority. You’ll be challenged and rewarded, make friends, have fun, and improve our customers’ packaging performance and efficiency every day.

Fogg Filler is looking for a talented and driven Field Service Manager to lead the day‑to‑day operations and strategy for the Service department. The Service Manager will manage activities and projects with responsibility for planning, organization, scheduling, and implementation of field service installations of Fogg Filler equipment worldwide. The focus is to enhance equipment service and sales, both new and after‑market.

• Prioritize, schedule, and delegate work assignments, effectively managing service technicians and office support employees to ensure all customers receive the best product support in the shortest time possible.
• Provide daily support directly to customers and end users, receive and respond to inquiries, schedule service installations, product rebuilds, upgrades, and resolve customer problems.
• Analyze product warranty inquiries to identify warranty trends, document and communicate trends with cross‑functional business units, and assist in root‑cause analysis and corrective actions.
• Develop metrics for service technicians and office support employees to ensure service goals are achieved; analyze key performance indicators and respond to negative trends to improve customer satisfaction.
• Provide end‑users with emergency assistance at all hours, year‑round, including holidays.
• Coordinate all work‑orders, approve time sheets and expense reports, and manage detailed field service reports (install status, warranty changes, file updates, etc.).
• Coordinate technical service participation in customer FATs and machine checkout prior to shipment.
• Work as a Field Service Technician to install, integrate, repair, and troubleshoot as needed; identify and correct hardware or software discrepancies; recommend product improvements; advise customers on necessary parts; and participate in comprehensive FATs.
• Serve as a technical resource for the organization to address and resolve inquiries related to installation, integration, or repair.
• Hire, train, and manage the Service Team in best customer service practices.
• Provide customer service both internally and externally.

• BS degree in a technical discipline (Engineering, Manufacturing, etc.) or 5 years of comparable technical customer service experience, preferably in the packaging industry.
• Good understanding of machinery to effectively handle customer problems.
• Working knowledge of mechanical/electrical technical applications.
• Working knowledge of CAD and specification of components, plumbing, and electrical systems to follow machine installation to completion.
• Positive attitude, ability to work independently, and accept accountability.
• Strong leadership to oversee a cross‑functional team, provide direction, maintain accountability, and grow sales.
• Excellent verbal and written communication skills, ability to share information before and after decisions, and to accept constructive criticism.
• Ability to take independent action, solve problems, seek new responsibilities, generate ideas, manage risk, and promote self‑development.
• Common sense, practical approach, thoughtful and timely decision‑making, and openness to new ideas and change.
• Proficient computer skills (Microsoft Office – Word/Excel).
• Some domestic and international travel required.
• Must be able to work weekends and/or holidays if an emergency occurs.
• Travel required a minimum of 25% of the work year.
• Able to lift a minimum of 50 pounds and be in good physical condition.

In addition to growth opportunities, as a Pro Mach employee, you receive a comprehensive package that includes salary, medical/dental programs, life insurance, paid time off, and a retirement savings plan with a company match. Benefits begin on your first day of employment.

Pro Mach 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.