Field Services Manager, Food Service Equipment

CFS Brands LLC•Batavia, IL

About The Position

CFS Brands is seeking a Field Services Manager to be based in or near Batavia, IL. The Field Service Manager will build and lead its field service function for foodservice equipment. This newly created role is responsible for establishing the strategy, structure, processes, and service network required to support equipment in the field. Reporting to the Vice President of Quality, the Field Service Manager will define and execute the company’s service strategy—developing service partnerships, creating scalable processes, supporting customers, and implementing the systems and infrastructure needed to deliver consistent, high-quality service. The ideal candidate brings experience building or scaling field service operations within a foodservice equipment manufacturer or a similar equipment-driven industry.

Requirements

Bachelor’s degree in engineering, technical discipline, business, or equivalent experience.
5+ years of experience in field service, technical service management, or equipment support.
Proven experience building or scaling a field service organization or network.
Experience supporting commercial foodservice or similar mechanical/electromechanical equipment.
Strong troubleshooting and diagnostic capabilities.
Experience managing third-party service providers.
Excellent leadership, communication, and project management skills.
Ability to travel up to 40%.

Nice To Haves

Experience with a foodservice equipment manufacturer.
Experience implementing service management systems or infrastructure.
Knowledge of warranty programs, service contracts, and service KPIs.
Experience developing technical training programs and service documentation.

Responsibilities

Develop and implement the overall field service strategy and operating model.
Establish standardized processes, procedures, and service expectations for installation, maintenance, and repair.
Build the service infrastructure, including systems, documentation, reporting, and performance metrics.
Create and manage a network of authorized service providers across key markets.
Define service policies, including warranty processes, escalation protocols, and service level agreements.
Oversee day-to-day field service operations and coordinate support activities.
Act as the primary escalation point for field service issues.
Ensure alignment across customers, service partners, engineering, quality, and product teams.
Track and improve key performance indicators such as response time, resolution rates, and customer satisfaction.
Provide expert-level troubleshooting support for complex equipment issues.
Assist customers and service partners with diagnostics and resolution.
Develop and maintain technical documentation, including troubleshooting guides and service manuals.
Deliver responsive, high-quality service support to customers.
Support major installations, field evaluations, and critical service needs.
Build and maintain strong relationships with key customers and service partners.
Partner with Engineering and Quality to capture field insights and drive product improvements.
Analyze service data and field performance to identify trends and root causes.
Support warranty analysis and field failure investigations.
Design and deliver training programs for service partners and internal teams.
Ensure service providers meet company standards for quality, safety, and customer experience.
Continuously expand and strengthen the service network to support growth.