Service Manager

Base Salary Range:$85,000-$130,000 

Annual Bonus: 10-15% 

Reports to – Technical Service Director

Direct Reports –Field Controls Engineers, Service Technicians

Remote: Remote options

Status – Exempt 

Company Website: www.pacteon.com

ABOUT PACTEON

Pacteon Group provides one source for best-in-class automation focused on end of line packaging solutions, providing the highest-level customer experience. Through a broad range of robotic and non-robotic equipment, ability to integrate solutions seamlessly across portfolio companies, and full sales and service coverage, Pacteon is uniquely positioned to design flexible and custom solutions for your automation needs. For more information on Pacteon, please visit www.pacteon.com .

OUR CORE VALUES

We believe and live our Core Values, our IPACT:

Integrity

Pride

Accountability

Customer Service

Teamwork

Our Pacteon Promise is “We make it right”. As our customer’s one source for end-of-line packaging solutions, everyone plays an important role in making that happen. 

We provide internal growth paths for our employees and support them in their professional development goals. Diversity is important to us; we are proudly an Equal Opportunity Employer striving for innovation and growth both for our employees and our Company.

SUMMARY AND PURPOSE

• Effectively      collaborate with internal stakeholders to supply best-in-class customer      service to our end users and integrators.
• Grow      Service Revenues through pro-active initiatives including but not limited      to Predictive Maintenance, Preventative Maintenance and Training.
• Meet Pacteon’s      quality standards while maintaining working knowledge of relevant      technologies and best practices.

KEY RESPONSIBILITIES:

· Mentoring, motivating and training of the service technicians to achieve First Time Fix on service orders

· Optimize our customer experience collaborative training and solution-based customer support.

· Create and communicate tailored build plans for both customers and technicians.

· Review trip reports and utilize these reports to drive solutions to continuously improve customer experience.

· Serve as primary point of contact for our customers on new machine installations and startups.

· Ensure an effective schedule is maintained for field service personnel.

· Ensure all Build Plans are comprehensive and communicated with both Technicians and Customers to properly set expectations. 

· Support all internal and external customer meetings.

· Support recruitment and training an effective team of service technicians.

· Maintain 3rd party field service training program across spectrum of all Pacteon products.

· Assist customers and technicians with troubleshooting, debugging, documentation, and field service issues as required.

· Drive collaborative culture to support best-in-class customer service organization.

· Support development of collaborative robot sales. 

· Travel required may include field support for customers to ensure satisfactory operation of machines, vendor support, training and/or trade show support. Approximately 25-50%. Must maintain a valid enhanced driver’s license and/or passport for travel.

· Perform other related duties as assigned by management.

PROFESSIONAL QUALIFICATIONS

· Education: 

o High School diploma or equivalent

o Associates or Bachelor Degree preferred

· Experience: 

o At least 3 years of relevant management experience.

o Technical background with relevant experience in packaging machinery or equivalent.

· Skills: 

o Effective problem-solving skills.

o Proven ability to work in a cross functional team environment.

o Ability to thrive in a fast paced, ever changing team environment.

o Highly effective time management and personal organization.

o Excellent communication skills including conflict management.

o Demonstrated strong attention to detail while multi-tasking to achieve quality, timely completion of tasks.

o Ability to operate a computer.

o A “Results Oriented” attitude coupled with a strong sense of accountability.

o Change Management

o Growth Orientation

BENEFITS

· Medical/HSA/FSA

· Dental

· Vision

· 401k

· Company paid Life and AD&D

· Optional Life Insurance

· Flexible Work Schedule

PHSICAL REQUIREMENTS & WORK REQUIREMENTS

Physical   Requirement               Never              Sometimes     Frequently

Sitting                                                                                                        X

Standing/Walking                                                        X

Lifting/Carrying  Upto 10 lbs                                                                  X

Lifting/Carrying  Upto 30 lbs                                       X

Pushing/Pulling                                                             X

Keyboarding                                                                  X

Gross   Manipulation                                                                              X

Fine   Manipulation                                                                                 X

Driving                                                                           X

Stooping                                                                        X

Speaking                                                                                                   X

Hearing                                                                                                     X

Near   Visual Acuity                                                                                 X