Field Service Manager

Cozzini LLC•Elk Grove Village, IL

24d

About The Position

Cozzini, part of the Middleby family, is a trusted leader in high-performance equipment for processing protein, meat, and pet food. With headquarters in Elk Grove Village, IL, a manufacturing site in Iowa, and a global sales and distribution network, Cozzini delivers reliable solutions to customers around the world. We’re proud to offer a workplace where stability meets opportunity, with promotions from within. We invest in our people, prioritize their growth, and make sure talent gets the recognition and advancement it deserves. Cozzini has a great opportunity for a Field Services Professional to join our Team! Job Summary: The Technical Service Manager leads a high-performing service team, driving operational excellence and delivering expert support to clients across the industrial equipment sector. This role demands agility and precision in managing fast-paced service requests, troubleshooting complex issues, and sound facilitation of a world class customer experience. With a sharp focus on minimizing downtime, the manager ensures rapid response and efficient spare parts coordination to keep equipment running at peak performance. Exceptional customer service, deep technical knowledge, and proactive leadership are the keys to success in this role.

Requirements

Industry Experience: Minimum 5 years in technical, mechanical, electrical, and hydraulic support roles, including at least 2 years in a leadership or service management capacity.
Leadership Excellence: Demonstrated success in leading technical teams, with strong decision-making, strategic problem-solving, and effective conflict resolution skills.
Clear Communication: Exceptional verbal and written communication abilities, capable of translating complex technical concepts for operators, mechanics, and senior management.
Customer Focus: Proven track record of building strong customer relationships, resolving issues promptly, and consistently delivering high levels of satisfaction.
Project Management: Skilled in overseeing service projects end-to-end, including planning, budgeting, execution, and cross-functional coordination.
Technical Proficiency: Comfortable with digital tools and platforms; must be computer literate.
Travel: Must possess a valid U.S. driver’s license and passport, with flexibility for domestic and international travel.
Language Skills: Fluency in English required

Nice To Haves

Spanish fluency is a strong plus.

Responsibilities

Inspire, lead, and manage a team of technical service representatives, driving high productivity, equipment uptime, and exceptional customer satisfaction.
Deliver hands-on support to customers, resolving inquiries and troubleshooting high- and low-voltage electrical both remotely and on-site.
Support equipment installations, perform service calls, and resolve technical issues with speed and precision.
Monitor recurring part failures and escalate trends to drive proactive solutions and product improvements.
Manage scheduling, resource allocation, and cross-department coordination to ensure timely and efficient service delivery. Provide hands-on support in the Protein Innovation Center as needed.
Cultivate strong, trust-based relationships with global customers and distributors, ensuring technical needs are met and expectations consistently exceeded.
Analyze service metrics to identify trends, optimize performance, and recommend improvements in service quality and customer experience.
Enforce rigorous quality standards and food safety protocols to ensure all technical resolutions meet company and industry benchmarks.
Design and implement training programs to elevate product knowledge, technical expertise, and customer service skills across the service team.
Educate customers on equipment usage, maintenance, and diagnostics to empower self-sufficiency and reduce service dependency.
Lead the diagnosis of complex mechanical and electrical issues, collaborating with engineering, product development, and R&D to deliver effective solutions.
Drive process enhancements to boost operational efficiency, elevate service levels, and increase spare parts sales.
Ensure all service activities adhere to safety regulations, customer-specific requirements, and internal policies. Maintain up-to-date safety certifications.
Willingness to travel up to 50% annually to support customer needs and field operations.