Field Service Manager

About this role

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you.

At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey.  

Do we have your attention? Keep reading. 

Salary Range: $128,000 - $145,000 ProMach's MBF North America, a supplier of bottling and packaging equipment, is seeking an experienced Field Service Manager. This position reports to the Director of Operations. 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, to receive and respond to customer inquiries, schedule service installations, product rebuilds, upgrades, and resolve customer problems. • Analyze metrics and key performance indicators and respond to negative trends to ensure continuous improvement processes are implemented in a timely and effective manner to improve customer satisfaction. • Establish content of all work-orders, approve time sheets, time-off requests and, and manage detailed field service reports • Make observations at the closing of interventions to advise beneficial training, suggested spares and prioritized recommended maintenance to assist the customer in maintaining performance and reliability of their equipment. • Function as a technical resource for the organization. • Carries out managing of service technicians within guidelines set by the department. • Reviews all completed service reports, reviews with the technician as necessary, opens new cases for subsequent action, converses with the customer to ensure issues are closed from the customer perspective. • Provides remote technical support to technicians and customers or assigns such to idle technicians. • Organizes builder support for interventions, including software and technical support. • Plans and facilitate auxiliary needs for interventions, such as special tools, local machine shops and rigging resources. • Organizes planning time for technicians to study materials and installation plans and take scheduled training. • Manages technician overtime to guidelines. • Provides time estimates and manpower assessment for interventions and conveys to the Service Coordinator for quotes to be made. • Keeps Service Coordinator advised of schedule adjustments and changes in real-time. • Manages to process and policy, does not create policy. • Performs managerial duties for the department.

Job Requirements • Direct experience in bottling line equipment found in wineries, distilleries, or beverage production. • Familiar with some combinations of fillers, corkers, cappers, capsulers, and labelers • Mechanical troubleshooting and repair • AC / DC electrical diagnosis ability • Understanding of PROFIBUS, PROFINET, and Ethernet communication protocols used in industrial automation. • Ability to interface with PLC to work collaboratively with automation specialists • Strong interpersonal communication skills to articulate issues and understand customer needs. • Must have excellent, effective verbal and written communication skills, share information with others prior to decisions and after decisions in a timely manner. Listen effectively and accept constructive criticism. • Ability to take independent action solving problems, seeking out new responsibilities, act on opportunities, generate new ideas and manage risk of new ideas, work to promote self-development. • Must have a common sense/practical approach, ability to make thoughtful and timely decisions, get clarity of issue or objective by getting input in the decision-making process and show consideration for the impact of the decisions. • Show openness to new ideas, ability to adapt to change and assume new responsibilities. Must be able to handle pressure and uncertainty, adjust work plans to meet changing company and customer needs. • Promote a positive attitude, understand, and promote company mission and values. Must be able to work independently and accept accountability. • Possess strong leadership to oversee cross-functional team to provide direction, maintain accountability, and grow sales and reputation. • Clean Valid driver’s license and successful completion of background check. Must have a driver’s license or appropriate state driver’s license within 30 days of hire. • Travel by car and air is required. • Availability and engagement to customers and technicians outside of regular business hours • 20 %+/- travel to customers for consultative meetings, trade shows and OEM visits. • Perform or organize coverage for work on weekends and/or holidays if an emergency occurs. • Cool under stressful pressures of production.

What’s in it for you?

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

Please note that the pay ranges listed on external job boards, outside our posting details, do not accurately reflect our internal compensation ranges.

Salary Range - $128,000 - $145,000

Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seve

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