Service Manager

Robert Reiser & Co • Canton, MA

4d • Onsite

About The Position

Join Reiser as a Service Manager and Make an Impact! Are you passionate about technical problem-solving and providing exceptional customer service? Join a team with over 60 years of success in the food equipment industry, recognized globally for quality, innovation, and unmatched customer support. Reiser is the trusted name for food manufacturers, delivering better, smarter solutions in food processing and packaging. About the Role As part of our dynamic, growth-driven team, we’re seeking an experienced Service Manager to work closely with the Regional Senior Service Manager to support the field service operations within a defined region. You will play a crucial role in ensuring efficient service delivery, including overseeing break/fix operations, collaborating with the Installation Manager on new machine installations, and coordinating planned maintenance activities to maximize customer satisfaction and equipment uptime.

Requirements

• Specific demonstrable experience and knowledge with pneumatics, hydraulics, and motor control circuitry
• Technical skills and experience are required to competently install, troubleshoot, repair, and service the type of equipment that Reiser sells.
• Prior experience working as a field service engineer in a position that required travel.
• Previous Customer Service experience with a customer focused and servant leadership mindset
• Experience in supervising/managing several service engineers/technicians in the field or in an industrial manufacturing environment.
• Excellent trouble-shooter and problem solver

Nice To Haves

• A bachelor’s degree in mechanical or electrical engineering technology or a relatable degree is preferred but not required.
• Experience in the food industry is a plus.
• Bilingual (English/Spanish) skills are an added bonus.
• A strong customer focus with the ability to effectively communicate between our customers and our service engineers.
• Excellent communication and training skills
• A proven track record of working well under pressure and the ability to calmly solve problems in many types of situations.
• Ability to trouble-shoot, work independently and be flexible regarding frequent changes in schedule.
• Comfortable communicating with multiple people and prioritizing multiple projects simultaneously.
• Ability to work calmly under pressure.
• Detailed, accurate and clear in both written and verbal communication.

Responsibilities

• Assist the Regional Service Manager in the daily oversight and coordination of all field service activities within the region.
• Oversee the efficient dispatch and resolution of break/fix service requests, ensuring timely response and effective troubleshooting by technicians.
• Monitor service call queues, technician availability, and customer priorities to optimize resource allocation for break/fix issues.
• Work collaboratively with the Installation Manager to ensure seamless transitions from new equipment installation to ongoing service and support.
• Support technicians on complex troubleshooting and repair issues for various equipment, including those involving pneumatics, hydraulics, and motor control circuitry.
• Ensure all completed customer visit job tickets for break/fix and planned maintenance calls are submitted daily and accurately.
• Assist in sending parts to technicians and customers related to needs.
• Coordinate and schedule planned maintenance (PM) activities with customers and technicians to ensure proactive equipment care and reduce downtime.
• Track PM schedules and completion rates, identifying opportunities to improve efficiency and customer adherence to recommended maintenance.
• Proactively communicate with customers regarding upcoming planned maintenance, addressing any questions or concerns.
• Provide day-to-day guidance and support to field service technicians under the direction of the Sr. Regional Service Manager.
• Assist in identifying training needs for technicians related to break/fix and planned maintenance procedures.
• Foster a culture of continuous improvement and customer-centricity within the service team.
• Act as a liaison between technicians, customers, and other internal departments to resolve issues and enhance customer relationships.
• Assist in generating service reports, monitor break/fix response times, ensure planned maintenance completion, and above all, a high level of customer satisfaction.
• Ensure adherence to all office Standard Operating Procedures (SOPs) for customers and service operations.
• Support the Sr. Regional Service Manager in various administrative tasks as needed.

Benefits

• Make an Impact!
• Join a team with over 60 years of success in the food equipment industry, recognized globally for quality, innovation, and unmatched customer support.
• Trusted name for food manufacturers, delivering better, smarter solutions in food processing and packaging.
• Dynamic, growth-driven team.
• Culture that values hard work, supports career growth, and is committed to the success of every employee.
• Welcomed into a culture that values hard work, supports career growth, and is committed to the success of every employee.
• Opportunity to be part of a company that values relationships, encourages team members to reach their potential, and is committed to ongoing success.
• Fulfilling, hands-on career with a company that values your skills and dedication.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree