Field Service Manager

nVenia, a member of the Duravant family of operating companies, is a manufacturer and supplier of integrated solutions and packaging equipment machinery. With over 300 years of combined experience, our long-standing brands of Arpac, Fischbein, Hamer and Ohlson serve end customers in the consumer-packaged goods, food and beverage, industrial, and other markets.

nVenia is committed to a culture that promotes long term career satisfaction and provides an opportunity for personal and professional growth. We succeed by operating within our core values of Integrity, Teamwork, Respect, Sense of Urgency and Winning Spirit. At nVenia, we offer an excellent total rewards package that includes:

• Competitive compensation
• Comprehensive benefits package designed to support our employees’ health, well-being, and financial security
• Work/life programs designed to provide a safe, secure, and balanced environment
• Education and training programs to develop and grow a high-performance workforce
• Performance-based rewards

The Field Service Manager for Lifecycle Services will provide strategic decisions, enhance the quality of services offered to customers, as well as develop a team of skilled technicians. The Field Service Manager will direct and coordinate customer service activities personally or through direct reports and ensure all processes and procedures are followed and understood by the service team.

The Field Service Manager will develop and execute initiatives to grow service and parts revenue and is responsible in managing KPIs in a service territory and enact and seek opportunities and improvements to improved territory P&L. The Field Service Manager will exhibit the ability to act in a leadership role and have the proven ability to build and maintain strong customer relations.

ESSENTIAL RESPONSIBILITIES:

• Direct management of field service technicians’ activities across the various Duravant operating companies
• Oversee the allocation of technician resources and their overall effective utilization including implementing standards and processes for improvement.
• Work with various regional Lifecycle Services and operating company teams to determine and implement robust cross-training initiatives.
• Assure ongoing safety, compliance and investigate any accidents or injuries and prepare report findings including overseeing worker training in safety, repair and maintenance techniques, operational procedures or equipment use for optimal organizational effectiveness.
• Implementation of Lean Management principles to improve overall efficiency and reduction of waste.
• Actively communicate with customers and work alongside the customer service team to ensure an industry-leading level of customer service.
• Coordinate and work with the customer service team to drive value added parts and service sales and customer awareness. These items include but are not limited to preventative maintenance, training, and retrofit and machine upgrade kits.
• Ensure team expenses, utilization, and performance align with budget and revenue projections. Reduce warranty costs.
• Coordinate timely communication / documentation between operations and engineering for escalations and critical projects.
• Lead employee performance reviews and design improvement plans based on individual employee development needs and also recommend or initiate personnel actions such as hires, terminations, disciplinary measures, or worker job-skill improvement.
• Take ownership of outstanding customer issues and work with the proper internal teams to ensure they are closed as quickly as possible.

POSITION REQUIREMENTS: 

• An Industrial or Mechanical Engineering degree or equivalent work experience is preferred.
• 5 years’ of experience directly managing people, preferably in an industrial machine manufacturing plant or similar industry
• Thorough knowledge of equipment manufacturing processes with demonstrated mechanical and electrical knowledge of manufacturing equipment including designs, repairs and maintenance.
• Proven communication ability to build and lead effective and diverse teams across various territories.
• Experience leading teams in handling customer issue resolution and developing plans for improvement through root cause analysis.
• Proficient with MS Office Suite including Excel, Word, and Outlook. Relevant experience with ERP/CRM applications is a bonus.
• Ability to travel up to 50%

PHYSICAL REQUIREMENTS

Frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, may be required to climb and work in high places, stoop, bend or reach above the shoulders. The incumbent must occasionally lift, push, or pull up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The noise level in the work environment is usually moderate but at times loud. While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.