About this opportunity
Prevalent Group - Recruiters for the Packaging and Industrial Automation industries lists this Field Service Manager - Packaging Equipment opportunity in st. charles, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Field Service Manager – Packaging Equipment
Are you an experienced Field Service Manager, Service Manager, or Senior Field Service Supervisor who knows what it takes to keep complex industrial equipment running — and knows that great service is about much more than fixing machines?
Our client is a growing manufacturer of sophisticated packaging equipment and is seeking an experienced Field Service Manager to lead its field service organization and play a critical role in delivering an exceptional customer experience.
This is an opportunity for a hands-on service leader who can lead technicians, solve complex technical problems, improve service operations, and build strong customer relationships .
If you have a background in industrial automation, packaging machinery, capital equipment, or another technically complex equipment environment, we’d like to talk with you.
Why This Opportunity?
This is not simply a scheduling or administrative management position.
The Field Service Manager will have significant influence over the performance of the service organization, including technician development, customer satisfaction, response times, resource utilization, technical escalation, and continuous improvement.
You’ll work closely with customers and internal teams including Engineering, Manufacturing, Sales, Product Development, and other technical groups to resolve problems and improve equipment reliability.
Most importantly, you’ll have the opportunity to build and develop a high-performing service team while remaining connected to the technology and customers .
What You’ll Do
Lead & Develop the Field Service Team
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
Own Customer Service & Technical Escalations
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
Manage Service Operations
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
Partner Across the Organization
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
What We’re Looking For
We’re looking for an experienced industrial service leader who combines strong technical capability with genuine leadership and customer-facing skills .
Ideal candidates will have:
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
The 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
The ability to work effectively with Engineering, Sales, Manufacturing, and other cross-functional teams
Proficiency with Microsoft Office and ERP/business systems
Experience with machine integration, industrial controls, networking, or automation is highly desirable
This Could Be a Great Fit If You Are Currently a:
Field Service Manager
Service Manager
Field Service Supervisor
Service Supervisor
Senior Field Service Engineer
Senior Field Service Technician
Technical Service Manager
Installation & Service Manager
Industrial Service Manager
Service Operations Manager
…and you’re ready to take the next step in your career.
What You’ll Bring to the Role
We’re looking for someone who:
Leads from the front. You understand the technical challenges your technicians face because you’ve been in the field yourself.
Takes ownership. When a major customer has a critical equipment problem, you’re the person who takes charge and drives the issue to resolution.
Develops people. You know that building a stronger service organization starts with developing technicians and giving them the tools, training, and support to succeed.
Thinks commercially. You understand that excellent service protects customer relationships, strengthens equipment reliability, and creates opportunities for additional service, upgrades, and aftermarket revenue.
Thinks beyond the immediate problem. You don’t simply ask, “How do we fix it?” You ask, “Why did it happen, how do we prevent it from happening again, and what can we learn from it?”
Understands the customer. You recognize that customers aren’t buying service calls. They’re buying uptime, reliability, responsiveness, and confidence in their equipment investment.
The Opportunity
This is an excellent opportunity to join a growing organization where your leadership and technical expertise will have a direct impact on the service organization, its customers, and the company’s continued growth .
You’ll have the opportunity to influence service strategy, develop people, improve processes, work with sophisticated equipment, and build long-term relationships with some of the company’s most important customers.
If you’re an experienced industrial service leader looking for a position where you can make a difference — we’d like to hear from you.
Apply Today
If you’re interested in learning more about this opportunity, please apply directly or contact us confidentially to discuss the position.
Packaging Equipment | Industrial Automation | Capital Equipment | Field Service Leadership | Customer Service | Technical Service
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.