Field Service Manager

Job Description

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

• Responsible for all field activities as well as developing and executing business plans / strategies to increase field service revenue and profitability.
• Effectively lead the activities of the team to maximize customer satisfaction, productivity, and efficiency.
• Ensure high standards of technical service and support are consistently achieved.
• Ensure all services field activities comply with the Company’s Quality System and Standards. Leading in safety and EH&S programs while creating and promoting a strong safety culture.
• Perform Safety and Technical Audits.
• Hire, develop, and coach team to be an industry-leading provider of after-market service excellence.
• Manage the Field Service Team ensuring the company’s processes and procedures are complied with fully.
• Implement, monitor and communicate service metrics (KPIs) to ensure continuous improvement in service performance, with specific attention to customer satisfaction drivers such as response time, first-time-fix rates, parts availability, Field Service Engineer knowledge and professionalism.
• Communicate and collaborate with other departments to ensure customer requirements are being met.
• Provide Monthly Management reports covering the performance of the Service department against agreed objectives, metrics, and KPI’s.
• Act as an escalation point for technical issues and support, taking ownership toward successfully resolving customer problems.

Proactively collaborate with internal functions to gain all relevant information and support toward achieving business targets.

• Provide leadership and / or participate in continuous improvement initiatives and / or special projects supporting service excellence.
• Other duties as assigned.

Qualifications : Essential :

Essential :

• Associate’s degree in a technical field; will consider military experience in lieu of education. Minimum 5 years of experience in a Service role for a company in a similar industry required.
• Ability to direct and influence the work of others to produce the highest quality performance possible.
• High Drive, with a growth mindset. You should have a track record of exceeding targets.
• Strong experience in effectively leading a team while working under pressure and reacting quickly to changing priorities and / or set backs.
• Strong teamwork, analytical, planning, and organizational skills.
• Ability to understand the company’s sales tools including product design guides, Metal detector, Checkweigher and X-ray technical applications.
• High Proficiency in Microsoft Office Applications (Word, Excel, PowerBI) as well as CRM and SharePoint.
• Strong written and oral communication skills.
• Ability to travel US and Canada on a regular basis with occasional trips to the UK (valid passport / visa); up to 50% travel.

Preferred :

• Bachelor’s degree in technical field preferred.
• Knowledge of the food manufacturing industry.

Benefits :

Along with opportunities for career growth and development, Loma Systems provides a comprehensive benefits package, in conjunction with ITW, which supports our employees’ educational endeavours, wellness and financial security.

Here are some of the features our comprehensive package has to offer :

• Medical, dental and vision benefits.
• Flexible Spending and Health Saver Accounts.
• 401(k) retirement savings program.
• Paid vacation, sick days and holidays.
• Wellness and fitness program.
• Advancement opportunities.
• Educational assistance.
• Volunteer and matching charitable gifts programs.
• Employee assistance program.
• Employee discounts with the ITW key suppliers : cars, computers, appliances and more.

This position is not eligible for visa sponsorship or relocation assistance.

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