Field Service Manager

Job Description

Job Description

Company Description

Want to work for a company who protect the consumer whilst also having a highly commercial focus? We Keep Food Safe’ from physical contaminants, saving lives and reducing waste.

LOMA SYSTEMS is a premium worldwide manufacturer of inspection equipment, used to identify contaminants and product defects in the food and pharmaceutical industries.

LOMA Systems has over 50 years of experience developing and installing Designed to Survive ™ equipment, that delivers on our company purpose to ensure when products leave the factory, they are contamination free, to the quality intended and safe for you as the consumer.

We pride ourselves in delivering on our commitments , providing high quality technical service and trusted advice to our customers.

Our culture is hands-on

At Loma Systems every individual is encouraged to take the initiative to get things done, and you will have the opportunity to make a real impact.

LOMA Systems’ parent company is Illinois Tool Works (ITW), a fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment.

ITW live by a philosophy of autonomy and a decentralized culture. This unique relationship means Loma systems can offer a personalized experienced to each and every employee, whilst offering the career progression and stability that comes from working for a larger organization.

At Loma and ITW we leverage the 80 : 20 principle in everything we do. We are serious and focused on improving food and pharmaceutical safety but know that they best way to achieve this is through employing a positive mindset and have a one team culture.

If you have a proactive approach and want to make an impact, we want to hear from you!

Job Description

• 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 :

• 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

Additional Information

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.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please call the Loma Human Resources Dept.

at (224) 856-8937 to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.