Field Service Mgr

Marlen, headquartered in Riverside, MO is recognized as a global designer and manufacturer of highly engineered and innovative food processing equipment and systems.  Our premium products have long set the standard for quality and performance in vacuum stuffing and pumping, portioning, size reduction, thermal processing, and food handling.  Marlen has been trusted by the world’s leading food brands for 70 years. Our world-class Solution Centers strategically located across the globe allow processors to lean on our highly experienced food processing technologists to develop and test unique solutions for your products.  

Marlen is part of the Duravant family of Companies. Lifecycle Services is Duravant’s brand for service, our customer’s global source for parts and service support. Lifecycle Services becomes a partner to our customers for equipment support and performance optimization on a global scale, with a diverse portfolio of service and support offerings. This fast-growing organization aims to be the premier customer support organization and offers the right candidate the opportunity to help build and shape this growth engine while having the backing of a parent organization.

As a Duravant Family Company, Marlen participates in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, Marlen offers an excellent total rewards package that includes:

• Compensation: We offer competitive compensation
• Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
• Development: We have education and training programs which include an educational assistance program
• Time Off: We offer paid holidays and paid time off
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
• Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
• Culture: We are driven by our number one asset - our employees, and their successes
• Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.

This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit.

POSITION SUMMARY:

As a Field Service Manager for Lifecycle Services, you will have the opportunity to provide strategic decisions, enhance the quality of services offered to customers, as well as develop a team of skilled field service technicians and technical resources. The Field Service Manager will be directing and coordinating customer service activities personally or through direct reports and ensuring all processes and procedures are followed and understood by the service team.

The Field Service Manager will develop and execute initiatives to grow service and parts revenue and is responsible in managing KPIs and enact and seek opportunities and improvements to improved P&L. The Field Service Manager will exhibit the ability to act in a leadership role and have the proven ability to build and maintain strong customer relations.

**This position requires up to 50% travel**

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage and support daily operations of field service, including technicians to achieve goals in the areas of, but not limited to Efficiency, Profitability, Customer Satisfaction, Response Time, and Inventory Management
• Improve customer satisfaction through programs to reduce delinquencies and meet customer quality and cost expectations.           
• Actively communicate with customers and work alongside the customer service team to ensure an industry-leading level of customer service.
• Coordinate and work with the customer service team to drive value added parts sales and awareness. These items include but are not limited to preventative maintenance, training, and retrofit and machine upgrade kits.
• Ensure team expenses, utilization, time & attendance, and performance align with budget and revenue projections. Reduce warranty costs.
• Provide timely communication / documentation and coordinate efforts between operations and engineering for escalations and critical projects.
• Responsible for evaluating the service reports submitted by field service technicians to ensure they are submitted on time and professionally.
• Take ownership of outstanding customer issues and work with the proper internal teams to ensure they are closed as quickly as possible. 
• Determine root cause of all service escalations with appropriate teams to drive future improvements.
• Develop and drive retrofit kits efforts for customers with aging equipment and/or new application requirements.
• Work with Lifecycle Services teams to determine and implement robust cross training initiatives with other operating companies.
• Participate in Lifecycle Services meetings to determine the best way to support our customers utilizing the Lifecycle Services field service network.
• Assure ongoing safety, compliance and investigate any accidents or injuries and prepare report findings.
• Recommend or initiate personnel actions such as hires, terminations, disciplinary measures, worker job-skill improvement.
• Conduct or arrange for worker training in safety, repair and maintenance techniques, operational procedures or equipment use.
• Actively participate in additional projects as required and manage changing priorities and diverse range of assignments.
• Other duties as assigned by leadership.

POSITION REQUIREMENTS: 

• Bachelor’s degree preferred, or an appropriate combination of education and experience which would allow the employee to obtain the knowledge, skills and abilities listed above; and at least five (5) years of experience directly related to the duties and responsibilities specified.
• Effectively and consistently apply skills to include, yet not limited to critical thinking, time management, active listening, instructing, decision making, quality control analysis, coordination, management of personnel resources, written and verbal comprehension and problem solving.
• Work in a manner that demonstrates consistent application of attributes to include, yet not limited to dependability, integrity, leadership, self-control, cooperation, stress tolerance, persistence, adaptability, flexibility, independence, and initiative.
• Basic computer skills including knowledge of Excel/Word.

POSITION SPECIFIC COMPETENCIES:

• Mechanical knowledge of machines and tools, including their designs, uses, repair and maintenance.
• Demonstrated knowledge of PLC operations and Allen Bradley and Mitsubishi control systems.
• A demonstrated ability to perform professionally under less than optimum conditions.
• The ability to communicate in a professional manner with customers, OEM representatives and others both within and outside of the Company.
• Production and processing knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
• Organization Planning, Problem Solving/Analysis, Engineering, Strategic Planning, Economic Analysis, Customer Relations, Quality Control/Assurance

PHYSICAL DEMANDS:

The employee is often required to sit for long periods of time and use their hands and fingers to use computer equipment, handle paperwork, use the telephone, and work with product-related components.  The employee is occasionally required to stand, walk, and reach. Occasional need to lift up to 50 pounds.

WORK ENVIRONMENT:

The noise level is usually quiet to moderate but can be excessive in manufacturing and processing environments.  Vision abilities required by this job include color and close vision.  The employee is occasionally exposed to mechanical parts and vehicles.  Occasional travel in an airplane and automobile required. 

Marlen International (“Marlen”) maintains a drug-free workplace is an equal employment opportunity (EEO) employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should contact the Marlen Human Resources Department to request accommodation. In addition to federal law requirements, Marlen complies with applicable state and local laws governing nondiscrimination in employment in every location in which the Company has facilities. Must satisfactorily pass background check, post-offer drug screen, and physical prior to employment. Marlen participates in E-Verify.