Service Manager - Food Produce Technologies & Equipment

Overview

At JBT Marel,

At JBT Marel,
what we do matters
, we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our clients and pioneer sustainable innovation.

Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.

The role of the Service Manager is to provide guidance and support to our technical service teams and customers. This position will make necessary recommendations to the various systems to improve performance at our customer facilities. It will also be responsible for improving best practices among the JBT Marel technical service departments in the FPT division (California and East Coast – U.S.).

• Provide proper support by visiting customer sites to identify potential opportunities for improvement.
• Ensure customer satisfaction with JBT Marel in responsiveness of technical support.
• Respond to unplanned events and solve customer technical problems.
• Be aware of the strengths and weaknesses of JBT products versus the competition by evaluating our competitors’ product performance.
• Participate in equipment surveys to learn about identifying and correcting areas in customer facilities.
• With the assistance of senior TSAs, anticipate seasonal trends and warn customers, account managers and technical colleagues of the possible impacts and mitigation measures needed to avoid problems.
• Maintain open communications with regional TSAs and Account Managers to stay abreast and keep others informed of customer needs, account status, and Technical recommendations.
• Prepare and present technical seminars to customers and potential customers to support our products and services as required by the business or if requested by the Account Managers.
• Gather relevant industry information and distribute to customers by special bulletins, contact discussions, and emails.
• Provide support and assistance to R&D personnel during the evaluation of products and services.
• Provide accurate and objective feedback to R&D personnel on the performance of new and existing products.
• Direct customer contact across all product lines in providing sales/technical assistance, quotations, service calls, project management, problem resolution, etc. Must be able to work with customers at all levels of an organization.
• Counterparts from other JBT manufacturing/sales locations for the purpose of providing or receiving technical information, coordinating on proposals and/or projects, and scheduling resources between us.
• Subcontractors for the purpose of establishing contracts and scheduling resources and equipment for projects.
• Frequent interface amongst all departments in the business/division for the purpose of coordination as needed.
• Responsible for managing an approximate $5.5M annual department budget. Actively manage staff and activity levels to balance absorption and customer satisfaction.
• Responsible for managing an annual sales volume of around $10M, and maximizing profitability.
• Must possess outstanding people management skills. Very high degree of supervision required in order to ensure safety, responsiveness, customer satisfaction; and employee development, training and moral.
• Daily contact with the service technicians is required.
• Must be willing to spend some of the time out in the field with the service techs, customers and equipment.
• Must be able to deal with a variety of personalities, resolve personal problems, and coordinate with Human Resource as needed to resolve issues that could negatively impact the business.
• Must exhibit a high degree of enthusiasm, forethought, creativity, sense of urgency, and must be results oriented.
• Must exhibit an affinity for positive/value added and continual change.
• Must be customer focused and results driven, thus developing and promoting positive customer relationships.
• Position requires significant travel, primarily within the United States, but some international. Approximately 25-50% of…