Packaging Service Manager

SUMMARY

Packaging Service Manager will manage and develop the Engage Packaging Service Department and be responsible for after sales customer service support to ensure customers are satisfied with the machine until the end of life of the machine. The Packaging Service Manager will be responsible for the development, strategic planning and execution of the Packaging service department that includes scheduling machine installations, parts transactions with our ERP software, machine training, sales team support, machine quality initiatives, and customer support communications.

The Packaging Service Manager’s role will include providing the highest level of customer service, developing lasting customer relationships, and ability to effectively communicate and coordinate projects between Engineering, Marketing, and Sales departments. The Packaging Service Manager maintains a strong working knowledge of all industry standards and practices as well as the company’s products and services.

KEY RESPONSIBILITIES:

Provide best in class service and support to company’s customers to ensure customer retention
Assist customers with troubleshooting and problem solving related to mechanical components and support systems of the company’s products
Handling and monitoring department issues and client complaints to create methods to lessen recurring issues
Collect, analyze and report on quality related statistics and metrics for continuing machine design and production planning
Responsible for warranty and non-warranty material processing transactions
Supervision and resource planning for Packaging Service Technicians
Provide customers with quotations for field service visits and spare parts
Develop and lead machine technical service and maintenance training sessions, on site and in the field
Ensure technical service sections in machine user guides are complete and accurate
Coordinate onsite technical service visits with customers and ensure correct costing structure for visit as well as completion of forms
Support field service technicians after business hours via phone and email as needed

QUALIFICATIONS:

Minimum Requirements

Minimum 3+ years of management/leadership experience
Strong technical aptitude in mechanical and electrical area
Knowledgeable in servicing mechanized systems which utilize PLC or similar control software desired
Need to have an understanding of Manufacturing/products
Ability as a strong decision maker to assess and analyze situations to accomplish the best outcome
Must have computer literacy in ERP software systems
Must be detailed and organized
Need to be a team player with positive attitude and outlook
Ability to travel up to 10% of the time
Education: Bachelor degree, preferably in Mechanics, Electronics or Mechatronics or in a related industrial field