Field Service Leader – Packaging Equipment

Prevalent Group; Lombard (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Prevalent Group is seeking a Field Service Manager for our packaging equipment division in Illinois. You will lead the field service team, drive customer satisfaction, and own escalations while partnering with Engineering, Manufacturing, Sales and Product Development.

You will develop technicians, balance service profitability with uptime, and deploy resources to meet commitments. This role emphasizes leadership, technical depth, and a strong customer focus.

Qualifications

• Experience managing Field Service Technicians, Field Service Engineers, or technical service personnel
• Experience supporting complex industrial equipment, automation, packaging machinery, or capital equipment
• Experience with equipment installation, start-up, commissioning, maintenance, repair, upgrades, or retrofits
• Ability to diagnose complex problems and provide technical direction to field personnel
• Strong customer relationship and communication skills
• Demonstrated ability to coach, mentor, and develop technical employees
• Experience managing service schedules, resources, and competing priorities
• Familiarity with service KPIs, productivity metrics, budgets, and operational performance
• Strong organizational and problem‑solving skills
• Ability to work effectively with Engineering, Sales, Manufacturing, and other cross‑functional teams

Responsibilities

• Lead, coach, mentor, and develop a team of Field Service Technicians and technical support personnel
• Establish performance expectations, development plans, and training programs
• Identify skill gaps and implement technical training to strengthen the team’s capabilities
• Conduct ride-alongs, customer visits, and field coaching when appropriate
• Foster a culture built around safety, accountability, responsiveness, teamwork, and continuous improvement
• Participate in interviewing, hiring, onboarding, and performance management of service personnel
• Serve as a senior escalation point for complex mechanical, electrical, controls, automation, and equipment-performance issues
• Take ownership of critical customer issues from initial escalation through resolution
• Maintain strong relationships with customers and ensure a consistently positive service experience
• Participate in customer visits to address technical issues, equipment performance, reliability, and service opportunities
• Provide hands-on technical assistance during installations, start-ups, troubleshooting, repairs, upgrades, and customer visits when needed
• Ensure customer issues are resolved quickly while balancing customer satisfaction, technician availability, productivity, and profitability
• Direct daily field service activities and technician deployment
• Prioritize incoming service requests based on customer needs, urgency, technician skill sets, and availability
• Coordinate schedules, resources, logistics, and customer requirements
• Monitor service response times and ensure service commitments are met
• Track service KPIs, productivity, resource utilization, customer satisfaction, and financial performance
• Analyze operational trends and implement improvements where performance is below expectations
• Ensure service documentation, field reports, service logs, and customer records are accurate and completed on time
• Help establish and improve service processes, procedures, and best practices
• Work closely with internal teams to resolve customer issues
• Communicate field issues and customer feedback to senior leadership
• Help customers understand the value of investing in equipment reliability and professional service

Job description

Prevalent Group is seeking a Field Service Manager for our packaging equipment division in Illinois. You will lead the field service team, drive customer satisfaction, and own escalations while partnering with Engineering, Manufacturing, Sales and Product Development.

You will develop technicians, balance service profitability with uptime, and deploy resources to meet commitments. This role emphasizes leadership, technical depth, and a strong customer focus.