Field Service Manager - Food Processing
About The Position
Cozzini, a Middleby company, is a leading provider of high-performance food processing equipment for protein and pet food processing. Cozzini has an additional manufacturing site in Iowa and sales representation worldwide. The development and promotion of talent is a high priority at Cozzini. Cozzini has a great opportunity for a Field Services Professional to join our Team! The Technical Service Manager is responsible for overseeing the technical service team, providing high-level support to clients, and ensuring that all technical service operations are carried out efficiently. This role involves managing service requests, troubleshooting issues, coordinating with cross-functional teams, and delivering excellent customer service while maintaining a high level of technical expertise.
Requirements
- 5+ years of experience in technical support, service management, or related roles, with at least 2 years in a leadership or managerial position.
- Proven ability to lead and manage a technical team, with strong decision-making, problem-solving, and conflict-resolution skills.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Strong focus on customer service and satisfaction, with experience managing customer relationships and addressing concerns.
- Experience in managing service projects from start to finish, including resource planning, budgeting, and execution.
- Must have a valid driver’s license and U.S. passport.
Nice To Haves
- Bilingual Spanish a plus.
Responsibilities
- Lead, mentor, and manage a team of technical service representatives, ensuring a high level of productivity and customer satisfaction.
- Provide hands-on technical support to customers, addressing their inquiries and troubleshooting equipment or software issues.
- Oversee all aspects of technical service operations, including scheduling, resource allocation, and coordination with other departments to ensure timely delivery of services.
- Build and maintain strong relationships with customers, ensuring their technical needs are met and their expectations are exceeded.
- Generate and analyze service performance metrics, providing insights and recommendations to improve service delivery and customer satisfaction.
- Implement and maintain quality assurance processes to ensure technical issues are resolved efficiently and meet company standards.
- Develop training programs for the technical service team to improve product knowledge, technical skills, and customer service.
- Diagnose and troubleshoot complex technical issues, working with engineering, product development, and R&D teams as necessary to identify and implement solutions.
- Continuously evaluate and improve technical service processes to enhance operational efficiency and service levels.
- Ensure that all technical service activities are conducted in compliance with safety regulations and company policies.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
