Manager, Field Service

Pro Mach, Inc.; Visalia, Northern (CA, KY); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical/dental coverage

Retirement plan with company match

Generous paid time off

Job summary

ProMach seeks a Field Service Manager to lead the Field Service Group, delivering onsite and remote support for Serpa Packaging Equipment worldwide. You will oversee scheduling, performance data, and coordination with Engineering, Purchasing, and Shipping to ensure timely, cost-effective service.

The role requires strong leadership, technical insight, and customer-focused problem solving. The Base Salary Range is $85,000–$115,000 with comprehensive benefits; travel up to 20% is expected.

Qualifications

• 5+ years of experience in maintenance/repairing of Electro-Mechanical equipment, with leadership responsibilities.
• Strong customer service and communication skills, both oral and written.
• Ability to travel domestically and internationally – up to 20%.
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint and Word).

Responsibilities

• Monitor and assign customer support cases with expedited response times.
• Lead and manage the Field Service Group to deliver support services.
• Collect and present data on resource utilization and performance to budget.
• Coordinate field service events with internal teams and third-party vendors.
• Hire, coach, and evaluate Field Service staff.
• Ensure on-time completion of service orders and customer satisfaction.

Skills

Team leadership

Field service

Customer service

Data analysis

Resource planning

Communication

Travel planning

Job description

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you. At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey. Do we have your attention? Keep reading. Serpa Packaging Solutions is looking for a Field Service Manager to join our growing organization! As the Field Service Manager, you will lead and oversee the Field Service Group. The Field Service Group is responsible for providing both onsite and remote support services for our customers. Support includes the installation, upgrades, retrofits, troubleshooting, maintenance, repairs, and training on a variety of Serpa Packaging Equipment worldwide.

Great work culture, working environment, career growth opportunities! If this sounds like you, we want to connect!

Requirements:

• Effectively monitor and assign customer support cases with proven expedited response times to customer issues.
• Directly lead and efficiently manage the Field Service Group to deliver support services.
• Collect and present data to management on resource utilization and performance to budget.
• Make immediate decisions regarding the customer’s service requirements and then oversee the scheduling of support resources, commensurate with customer needs and technician availability.
• Ensure service orders are successfully resolved by meeting customer deadline and satisfaction needs, as well as company productivity and profitability needs.
• Ensure that equipment performance issues are documented and then presented internally to the appropriate groups in order to facilitate resolution in a timely manner.
• Coordinate with Serpa Engineering, Fabrication, Purchasing, Assembly and Shipping Departments, as well as Third Party vendors, to ensure that a Field Support event is supplied properly and on time.
• Manage service contracts and ensure daily records of the Field Support Group are completed and maintained, which includes Daily Trip Reports, Field Service Logs, Machine Service Logs and Continuous Improvement Feedback.
• Interact heavily with internal Mechanical and Electrical Engineering departments, as well as other company teams as needed.
• Interview, hire, coach, and appraise performances of the Field Service team regularly.
• Available to receive customer service request calls during afterhours and directly coordinate field services when necessary.
• Available to travel to customer locations in support of Group operations, when appropriate.
• Ensure that department business practices and policies, including safe work practices, conduct of team members, internal and external communications, efficiency of problem resolution and a customer driven focus are all maintained at a very high level.

Desired Requirements:

• 5+ years of experience of maintenance/repairing of Electro-Mechanical equipment
• Electrical and PLC equipment experience desired, but not required.
• Proficiency using Microsoft Office (Outlook, Excel, PowerPoint and Word).
• Strong customer service and communication skills a must, both oral and written.
• Exceptional leadership and the demonstrated abilities to manage a team, maintain excellent customer relationships and be both timely and responsive to internal and external customer needs.
• Ability to travel when necessary, domestic and international – up to 20%.

Base Salary Range: $85,000 - $115,000

Serpa has a track record of 41 years of strong economy proof Industries. We are known for our high quality and customized end-of-the-line machinery. Packaging Industries Markets: Pharmaceuticals Food & Beverage Household Tobacco Pet Food Dairy

What’s in it for you?

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career. In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

ProMach is an Equal Opportunity Employer.

Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States.

Pro Mach is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

ProMach may not be a brand you see on store or pharmacy shelves, but we are integral to your daily life, powering the processing and packaging machines behind consumer goods, food and nutrition, health, and everyday products. At ProMach, we are committed to responsibility, honesty, safety, and helping you grow. We seek individuals eager to shine—whether creative, strategic, technical, or persuasive—offering opportunities to shape your career in exciting directions. You’ll be challenged and rewarded, making an impact on our customers' performance while helping to build the future of packaging innovation. Our mission—to help customers protect their reputations and grow consumer trust—along with our core values, drives us to perform with passion, accountability, and proactive problem-solving. We emphasize collaboration and innovation, where every employee and voice matters, ensuring consistency and excellence in everything we do. When you join our team, you're not just taking a job; you're becoming part of something that lasts.