Field Service Mgr

Foodmate, a member of the Duravant family of operating companies, brings innovative technology and cost-effective solutions to poultry processing automation. At Foodmate, we make it our goal to ensure you will have the most efficient equipment at your plant. We maintain a commitment to being your go-to partner for poultry processing equipment. Our systems are designed to be simple to use and achieve the highest yields. Foodmate has been a competitive force in the poultry processing industry for over 15 years. Foodmate is a committed and reliable partner of major poultry processing companies worldwide.  

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

• Competitive Compensation
• Comprehensive benefit package design to support our employees’ health, well-being, and financial security
• Work/Life programs to provide a safe, secure and balanced environment
• Education and training programs to develop

Foodmate is adding a Field Service Manager to join our team focused company. As a Foodmate Field Service Manager, you will lead and direct a team of remote field service technicians that are exposed to a wide variety of different opportunities and challenges while working at client’s locations throughout NA.  The FSM will lead by example and build trust and favour with the service team in order to promote teamwork and a 100% customer satisfaction rate.

Additional responsibilities, which focus on the successful management of projects, include:  timekeeping, financial management, reporting, customer relations, invoicing, and reconciliation. In the course of their duties, the Field Service Manager may be assigned to an individual customer engagement and or a series of customer engagements.

Position Duties & Responsibilities include the following.  Other duties may be assigned:

• Hires, trains, manages, corrects, promotes, etc a team of remote field service technicians.
• May manage a service coordinator.
• Able and willing to travel up to 25% of the time to perform service-related tasks at customer sites and to work side by side with team members. (lead by example)
• Communicates with customers and other Foodmate management personnel on ongoing needs and requirements.
• Schedules and dispatches service techs as needed.
• Reviews service reports and takes follow-up action if necessary.
• Provides continuous improvement and training to the service team.
• Communicates daily with the service techs in the field and makes sure they are equipped and ready to provide 100% customer support.
• Initiates and performs performance reviews to the whole team.
• Initiates and advises on compensation levels of the team members.
• Approves / disapproves on team expense reports and purchasing of tools and equipment.
• Is part of the Foodmate US department managers team and actively engages in cross functional meetings and initiatives.
• Assist with any other related tasks and projects as required.

• Education
  • Course work or prior verifiable work experience with installing, troubleshooting and/or repairing electrical/pneumatic/automated/industrial equipment. Must have mechanical aptitude with ability to use various hand/power tools to install/maintain equipment. Knowledge of electrical components and understanding of electrical current flow with ability to identify and troubleshoot the same.
  • Bachelor’s degree preferred but equivalent work experience is welcome.
• Skills
  • Experience in industrial automation and capital equipment is required.
  • Good mechanical and electrical technology skills are critical to this position.
  • Management experience over a group of service technicians / service engineers is a must.
  • Must be able and willing to travel up to 25% of the time across North America.
  • Coaching, training and management skills are expected to be very strong.
  • Must have exceptional customer service skills and a customer-first approach.
  • Performs well under stressful circumstances and keeps a cool and balanced demeanour when time pressure and performance pressure are high.
  • Ability to read and follow blueprints, machine drawings, and electrical drawings.
  • Proficient in the use of a laptop computer, iPad and related software.
  • Ability to use a variety of common power and hand tools.
  • Must be able to work safely and efficiently according to industry standards.
    • Foodmate always maintains a Safety-First approach at all locations.
  • Must possess a valid driver’s license and clean MVR
  • Must have strong troubleshooting ability – The ability to look at an entire process and determine source of problem/issue.
  • Ability to qualify for a passport for international travel purposes.

Physical Requirements:

Candidates for this position must be able to perform deskwork as well as physical work in a warehouse, R&D room and may require extensive travel by car/airplane, some heavy lifting (up to 50 lbs.), and working on ladders and concrete floors.

Work Environment:

This job is performed out of the Foodmate office and is combination of deskwork, workshop, warehouse and customer facility locations. All tools and technology will be provided by Foodmate as needed.

The position will require about 20-30% travel, including overnight throughout North America and may include non-traditional work hours.  The working conditions within a poultry processing facility can be cold or hot and damp environments. Including strong odors and wet conditions.

The facilities where Foodmate equipment is installed, are considered harsh light-Industrial facilities in food processing.

The position will require the use of personal protection devices (ear plugs, hard hat, and eye protection) when visiting processing plants.