Service Manager

This position ensures the company's service objectives and goals are achieved, specifically ensuring customers receive prompt, high‑quality product support through analysis of service revenues, costs, and improved customer satisfaction.

• Prioritizes, schedules, and assigns work to federal 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 the company machinery expert, delivers continuous training to increase technicians’ knowledge and expertise on all federal products.
• Installs, integrates, repairs, and troubleshoots equipment as needed to meet customer requirements; identifies and corrects hardware or software discrepancies; recommends product improvements and advises customers on necessary parts to keep in stock; participates in factory acceptance testing.
• Trains field service technicians and supervises customer personnel during plant machinery installations, integrations, or servicing (repair and/or troubleshooting).
• Supervises the field service team for employee and customer training programs—including 3A certifications, new technologies, or changes in technical applications.
• Provides daily support directly to customers and end users: receives and responds to inquiries, schedules service installations, product rebuilds, upgrades, and resolves customer problems.
• Analyzes product warranty complaints/inquiries to identify increasing warranty trends; documents and communicates warranty trends with other cross‑functional business units to facilitate root‑cause identification and permanent corrective actions.
• Develops metrics for federal service technicians and office support employees to ensure company service goals are achieved; analyzes metrics and key performance indicators and responds to negative trends to ensure continuous improvement processes are implemented in a timely manner.
• 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.
• Provides technical support for other departments—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 support overall company goals.
• Prepares trip reports that update the company on the status and condition of installed equipment and identifies additional equipment/parts opportunities.
• Trains employees and customers; plans, assigns, and directs field service technician work; evaluates job performance; addresses complaints and resolves problems; participates in interviewing and hiring.

• B.S. degree in a technical discipline (e.g., engineering) or five years of comparable experience, preferably in the packaging industry.
• Four or more years of experience in customer service, engineering, or production.
• Good understanding of company machinery to effectively handle customer problems.
• Working knowledge of mechanical and electrical technical applications.
• Excellent verbal and written communication skills, including presentation ability.
• Proficient computer skills (Microsoft Office – Word/Excel).
• Strong interpersonal skills and the ability to handle a multi‑tasked role.
• Domestic and international travel may be required.
• Excellent time‑management skills.
• Persuasive communicator, skilled at presenting information.
• Approachable, team‑player attitude.
• High proficiency in Microsoft Office.

• Comprehensive medical, dental, and life‑insurance coverage.
• Generous paid‑time‑off program.
• Retirement savings plan with company match.
• Wellness program.
• Immediate eligibility for full benefits—no waiting period.

• Pro Mach is an Equal Opportunity Employer.
• Pro Mach utilizes E‑Verify to verify employment eligibility of all new hires to work in the United States.
• Pro Mach is a drug‑free workplace.
• Pro Mach will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.