Field Service Manager

• Stability and Growth: As part of the KMC Global family, PRAB is a stable and growing company with a strong future in engineering and manufacturing industrial equipment, including metal scrap conveyors, Metal Chip processing, Fluid recycling, and industrial Process Water and Wastewater treatment.
• Hands-On Innovation: Collaborate with skilled teams to solve real-world challenges for manufacturers worldwide.
• Meaningful Work: Help industrial customers reduce waste, recycle valuable resources, and run more efficiently.
• Career Development: Gain access to leadership mentoring and advancement opportunities.
• Work-Life Balance: We support our employees with flexible schedules, paid time off, and a family-first culture.

The Field Service Manager leads all aspects of after-shipment field service and technical support. This position manages field service personnel, service operations, customer issue resolution, warranty administration, and continuous improvement to ensure safe, timely, high-quality, and profitable service delivery. The manager builds strong customer relationships and collaborates across Sales, Engineering, Manufacturing, Parts, and other support functions to improve customer satisfaction and product performance.

Qualifications

· Dedication to excellent customer care, employee safety, and quality results.

· Bachelor's degree in business administration, engineering, a related technical field, or equivalent relevant experience.

· Proven leadership experience in field service, technical service, industrial equipment, or a related environment.

· Strong mechanical, electrical, and controls troubleshooting knowledge, with the ability to guide complex problem resolution.

· Demonstrated ability to lead, coach, develop, and hold team members accountable.

· Ability to remain calm, organized, and decisive during urgent or high-pressure customer situations.

· Skilled in negotiation, conflict resolution, and professional customer communication.

· Working knowledge of service management systems, CRM tools, reporting, and data analysis.

· Ability to manage priorities, schedules, budgets, and resources across multiple service activities.

· Ability and willingness to travel as needed to support customers and field personnel.

Responsibilities

The following activities are required in this position:

· Recruit, hire, onboard, and retain qualified field service technicians.

· Develop, coach, and mentor technicians through training plans, field support, skills development, and regular feedback.

· Foster a positive, safe, accountable, and productive work environment for the field service team.

· Conduct regular performance reviews, establish clear expectations, and provide constructive feedback.

· Address personnel issues promptly and consistently in partnership with Human Resources.

· Review and approve timecards, expense reports, travel, and other required employee documentation.

Operational Excellence:

· Develop and maintain efficient scheduling, dispatching, escalation, and after-hours support processes.

· Prioritize and allocate service resources to support customer urgency, travel efficiency, technician capability, and business needs.

· Ensure service calls, service reports, customer communications, and follow-up actions are completed accurately and on time.

· Manage the Service Desk to ensure timely response, assignment, escalation, and closure of service tickets.

· Lead the weekly review of open and aging service cases, with documented owners and action plans for resolution.

· Manage the creation and maintenance of Zoho knowledge articles, troubleshooting guides, service procedures, and lessons learned.

· Establish, monitor, and report key performance indicators (KPIs), including response time, resolution time, backlog,…