Service Manager

Service Manager – Packaging Equipment

Are you an experienced Field Service Manager, Service Manager, or Senior Field Service Supervisor who knows what it takes to keep complex industrial equipment running — and knows that great service is about much more than fixing machines?

Our client is a growing manufacturer of sophisticated packaging equipment and is seeking an experienced Field Service Manager to lead its field service organization and play a critical role in delivering an exceptional customer experience.

This is an opportunity for a hands‑on service leader who can lead technicians, solve complex technical problems, improve service operations, and build strong customer relationships
.

This is not simply a scheduling or administrative management position.

The Field Service Manager will have significant influence over the performance of the service organization, including technician development, customer satisfaction, response times, resource utilization, technical escalation, and continuous improvement.

You’ll work closely with customers and internal teams including Engineering, Manufacturing, Sales, Product Development, and other technical groups to resolve problems and improve equipment reliability.

Most importantly, you’ll have the opportunity to build and develop a high‑performing service team while remaining connected to the technology and customers
.

• Lead, coach, mentor, and develop a team of Field Service Technicians and technical support personnel
• Establish performance expectations, development plans, and training programs
• Identify skill gaps and implement technical training to strengthen the team’s capabilities
• Conduct ride‑alongs, customer visits, and field coaching when appropriate
• Foster a culture built around safety, accountability, responsiveness, teamwork, and continuous improvement
• Participate in interviewing, hiring, onboarding, and performance management of service personnel

• Serve as a senior escalation point for complex mechanical, electrical, controls, automation, and equipment‑performance issues
• Take ownership of critical customer issues from initial escalation through resolution
• Maintain strong relationships with customers and ensure a consistently positive service experience
• Participate in customer visits to address technical issues, equipment performance, reliability, and service opportunities
• Provide hands‑on technical assistance during installations, start‑ups, troubleshooting, repairs, upgrades, and customer visits when needed
• Ensure customer issues are resolved quickly while balancing customer satisfaction, technician availability, productivity, and profitability

• Direct daily field service activities and technician deployment
• Prioritize incoming service requests based on customer needs, urgency, technician skill sets, and availability
• Coordinate schedules, resources, logistics, and customer requirements
• Monitor service response times and ensure service commitments are met
• Track service KPIs, productivity, resource utilization, customer satisfaction, and financial performance
• Analyze operational trends and implement improvements where performance is below expectations
• Ensure service documentation, field reports, service logs, and customer records are accurate and completed on time
• Help establish and improve service processes, procedures, and best practices

• Work closely with internal teams to resolve customer issues
• Communicate field issues and customer feedback to senior leadership
• Help customers understand the value of investing in equipment reliability and professional service

We’re…