Field Services Manager

Pregis; New Jersey; On-site; USD 90,000 - 120,000; Full time

Job summary

Pregis is seeking a Field Service Manager to oversee a regional team responsible for maintenance, installation, repair and service of Pregis packaging systems at customer sites. The role partners with the Regional Sales Manager to align commercial strategy and ensure successful execution in the assigned region.

The candidate will escalate customer issues, schedule conflicts, and personnel concerns while collaborating across sales, operations, engineering, and other regions.

Qualifications

• 5+ years of field service management experience.
• 2+ years’ experience managing dispersed or offsite team members.
• 2+ years’ experience in a role developing and managing Business Processes.
• 2+ years’ experience with Inventory Management.
• Experience with SAP, C4C, C4S preferred.
• Experience with Tableau, preferred.

Responsibilities

• Manage the field service team and develop efficient workflows that result in optimum customer service.
• Analyze operational data to develop initiatives that help drive business improvements.
• Facilitate and enable the training of their service staff and assist them in goal setting, skill enhancement, and performance review activities.
• Own and manage the Regional Service Program(s).
• Develop relationships with regional, strategic and enterprise-based customers and distributors.
• Provide support and guidance to service staff while ensuring they follow company policies and procedures.

Skills

Field service management

Team leadership

Customer service

Communication skills

Microsoft Office

Problem solving

Tools

SAP

C4C

C4S

Tableau

Job description

We're Not Just in the Packaging Business–We're in the "Wow" Business

Pregis is Hiring!

Why Join Pregis?

Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.

Job Title: Field Service Manager

Reports To: Director of Field Service

Summary of Job

The Field Service Manager’s primary function is the oversight for a team of technicians in their assigned region. Our technicians are responsible for all aspects of maintenance for our equipment at customer sites. This includes but is not limited to installation, repair, uninstall, maintenance and management of Pregis packaging systems and equipment. In addition to managing the technical team, the Field Service Manager will partner with the Regional Sales Manager to understand the commercial strategy and to ensure successful execution in the assigned region. The Field Service Manager serves as an escalation point to address customer issues, scheduling conflicts and personnel issues. They must be able to collaborate with the different parts of the business, including sales, operations, engineering, customer and counterparts in other regions.

Essential Functions And Responsibilities

• Manage the field service team and develop efficient workflows that result in optimum customer service
• Analyze operational data to develop initiatives that help drive business improvements
• Facilitate and enable the training of their service staff and assist them in goal setting, skill enhancement, and performance review activities.
• Facilitate the development and attachment of programs that improve their technical and customer service skills
• Own and manage the Regional Service Program(s)
• Develop relationships with regional, strategic and enterprise-based customers and distributors
• Provide support and guidance to service staff while ensuring they follow company policies and procedures
• Address customer inquiries, resolve customer issues, and proactively obtain customer feedback
• Investigate and resolve problems resulting from substandard performance
• Travel 30% to 40% of the time (company car provided)
• Drive quality initiatives to enhance Pregis products, processes, and workflows
• Support new product introductions in their region
• Manage team financials (Overtime, Travel and Entertainment, Vehicle leases)
• Manage and measure team performance against KPIs and SLAs

Education And Experience

• 5+ years of field service management experience
• 2+ years’ experience managing dispersed or offsite team members
• 2+ years’ experience in a role developing and managing of Business Processes
• 2+ years’ experience with Inventory Management
• Experience with SAP, C4C, C4S preferred
• Experience with Tableau, preferred
• Technical background and ability to understand mechanical troubleshooting, calibration, and maintenance, as well as an electrical aptitude, desired but not required
• Experience managing dispersed or offsite team members
• Must be able to develop and sustain a culture of growth and advocacy for change
• Must be able to work successfully independently with little to no direct supervision
• Outstanding customer service skills
• Exceptional interpersonal skills and the ability to effectively engage with every level of customer, including senior level clients, internal customers (Pregis directors, managers, and service staff peers).
• Excellent oral and written communication skills
• Proficient in Microsoft Office

Job Requirements

• Ability to lift up to 50 lbs
• Comfortable sitting for extended periods in a company vehicle or in an office
• Frequent bending, kneeling, and walking long distances
• Ability to operate company-issued electronic devices (laptop, iPhone, iPad) for prolonged periods.
• Comfortable working at heights, on ladders, and able to obtain a scissor lift certification
• Ability to work in various environments including warehouses, manufacturing floors, and outdoor settings
• Tolerance to temperature fluctuations

Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Affirmative Action/EEO Statement/Inclusion

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.

Visit us at www.pregis.com for more information about Pregis LLC.