Field Service Manager

Middleby • Elk Grove Village, IL

109d

About The Position

Cozzini, a Middleby company, is a leading provider of high-performance food processing equipment for protein and pet food processing. In addition to its headquarters in Elk Grove Village, IL, Cozzini has an additional manufacturing site in Iowa and sales representation worldwide. Cozzini offers many interesting career opportunities, all of which encourage growth and development and contribute to the success of the company. 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 in industrial equipment, 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.
• Potentially up to 50% travel per year.

Benefits

• Health insurance
• Health Savings Account w/ ER contribution
• Flexible Spending Account w/ ER contribution
• Dental Insurance
• Company Paid Disability Insurance
• Employee Assistance Program
• Company Paid Life insurance
• Paid holidays
• Paid time off
• 401k
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Number of Employees: 5,001-10,000 employees