Field Service Manager

Allpax • Town of Grafton, WI

2d

About The Position

At ProMach, we’re looking for people who want to shine. You’ll have
opportunities to take your career in the direction you desire.

You’ll be challenged and rewarded. Improve our customers’ packaging performance
and efficiency every day. Help build the future of packaging automation. We’re
proud of that and hope you will be too.

Do we have your attention? Keep reading.

Matrix Packaging Machinery, a division of ProMach, is seeking an experienced
Field Service Manager to lead the service team. This role is ideal for a
detail-oriented professional who thrives in a fast-paced environment and enjoys
collaborating across engineering, manufacturing, and customer-facing teams.

As Field Service Manager, you’ll contribute to the company’s success by
coordinating Field Service activities and continuously working towards exceeding
our customer’s service expectations. You’ll play a critical role in maintaining
strong customer relationships and driving continuous improvement within the
department.

Are you excited about this work?

Requirements

• 3-5 years industrial machinery service experience: Matrix, Pacraft, INV, preferred.
• Excellent technical skills (mechanical and electrical) and capability to successfully advise on complex service-related concerns. When outside help is required, follow up and remain involved during the process.
• Proficient Windows-based knowledge, MS Office Suite, ERP software, CRM software, preferred.
• Respond quickly to change, work effectively under deadlines, and ability to multi-task.
• Team player with good written and verbal communication skills. Ability to interface effectively with customers and all internal departments.
• Education: 2 Year Technical Degree preferred.

Nice To Haves

• Previous supervisory experience preferred.

Responsibilities

• Monitor workload schedule and staffing requirements. Schedule field service support accordingly.
• Assign technical phone support requests to appropriate resource (technician, engineering, sales).
• As needed, provide technical phone support on all Matrix and distributed product lines.
• When required, provide technical documentation to Service Technicians prior to dispatching.
• Provide field service quotes to customers and Matrix Sales.
• Enter field service jobs into ERP system to ensure proper invoicing of customers.
• Advise Field Service Technicians daily and provide opportunity for continuous training to technicians to increase their level of knowledge and expertise on all Matrix products and distributed lines.
• Assist Aftermarket leadership in completion of performance reviews, coaching, discipline, etc.
• Report daily to Aftermarket leadership on field service work in progress.
• Review service reports for required follow-up and engineering updates.
• Follow all service processes and contribute ideas for continuous improvement.
• Complete other tasks as assigned by supervisor.
• Some travel is required.

Benefits

• comprehensive medical/dental programs
• life insurance
• a generous paid time off program
• a retirement savings plan with a company match
• no waiting period for benefits – you are eligible on your first day of employment!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 1-10 employees