Field Service Manager: Lead Customer Support & Solutions

Serpa Packaging Solutions LLC; Visalia (CA); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical/Dental Insurance

Life Insurance

Generous PTO

Retirement plan with company match

Job summary

Serpa Packaging Solutions is seeking a Field Service Manager to lead and oversee the Field Service Group. The role covers onsite and remote support for installations, upgrades, troubleshooting, maintenance, and training on Serpa equipment globally.

You will travel as needed, manage service contracts, and coordinate with internal teams to ensure timely and quality service, while delivering on budget and customer satisfaction goals.

Qualifications

• 5+ years of electro-mechanical maintenance/repair experience.
• Electrical and PLC experience preferred but not required.
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint, Word).
• Strong customer service and communication skills.
• Exceptional leadership with ability to manage a team and customer relationships.
• Willingness to travel domestically and internationally up to 20%.

Responsibilities

• Monitor and assign customer support cases with fast response.
• Lead and manage Field Service Group to deliver support.
• Collect and present resource/utilization data to management.
• Schedule field resources per customer needs and technician availability.
• Ensure service orders meet deadlines and customer satisfaction.
• Document equipment issues and escalate for resolution.
• Coordinate with engineering, fabrication, purchasing, shipping and vendors.
• Maintain daily Field Service records and reports.
• Interview, hire, coach, and appraise Field Service staff.
• Travel to customer sites as needed.
• Maintain high standards for safety, communication, and efficiency.

Skills

Leadership

Customer service

Data analysis

Communication

Scheduling

Tools

Microsoft Office

Job description

Serpa Packaging Solutions is seeking a Field Service Manager to lead and oversee the Field Service Group. The role covers onsite and remote support for installations, upgrades, troubleshooting, maintenance, and training on Serpa equipment globally.

You will travel as needed, manage service contracts, and coordinate with internal teams to ensure timely and quality service, while delivering on budget and customer satisfaction goals.