KHS Group

Manager

• Visits or phones most customers of KHS USA equipment in a specified region to assess customer satisfaction, service quality and identify needs for service, spare parts, maintenance and conversions; focuses on key accounts in the region; creates technical sales presentations; writes preventive maintenance contracts.
• Responsible for individual revenue targets determined by management; conducts analyses of parts/service data per customer facility to identify problems and opportunities; focuses on key accounts and promotes available Conversions in the region; checks on consignment inventories in region.
• Directly supervises field service technicians at customer sites within the region; provides on-site support for projects on all product lines where service issues have escalated; works with scheduling manager on technician utilization and to access other expert technicians outside region when needed.
• Coordinates with other service managers to provide office coverage for after sales support calls, coordinates after-hours technical support.
• On single machine projects, provides support for technicians for installation and commissioning; on turnkey, beverage line projects, communicates with customer and supports site manager in commissioning and closing project.
• Attends customer meetings and conference calls; follows up on deliverables.
• Works closely with financial analyst to maximize profitability and monitor revenue targets; enters quality data for single machines in region.
• Works with staff to update installed base database (IBA); updates customer relationship management software with all activity; maintains list and identifies top two decision makers in each plant.
• May conduct audits for lines in the field; identifies bottlenecks and inefficiencies along packaging machinery line to make strategic improvements, reduce consumption and optimize efficiencies.
• Oversees repairs on KHS USA equipment to ensure quality operations and maximum equipment productivity.
• Receives and responds to customer calls escalated from service scheduling staff; provides technical support to regional customers with downed machines; responds to billing issues and resolves disputes.
• Works with sales personnel in the same region to identify opportunities and develop the business.
• Works with inventory personnel to optimize parts inventory available for customers.
• Directly supervises field staff according to KHS policy and procedures.
• Works closely with internal staff on hiring and performance evaluation.

Regional Service Manager

Project Manager

• Manage project scope, schedule, budget, and resources for long-term machine projects
• Lead cross-functional coordination across engineering, manufacturing, sales, and customers
• Communicate project status, drive alignment, and resolve issues
• Monitor milestones and ensure commitments are met
• Manage change requests and project risks
• Travel up to 50% to support project delivery
• Support sales activities as needed

Support Engineer

• Serve as the primary escalation point for complex technical issues involving KHS machinery.
• Manage inbound customer and technician calls and emails related to machine faults, performance issues, parts clarification, service scheduling, and urgent downtime events.
• Coordinate issue resolution by routing to the appropriate internal teams, regional service managers, or engineering resources as required.
• Act as a liaison between U.S.-based technicians/customers and KHS GmbH technical support and engineering teams.
• Provide next-business-day follow-up and resolution support for after-hours issues handled by the German Helpdesk or KHS USA Hotline.
• Oversee case documentation, ticketing, and follow-up using TopDesk, MS Teams, and SharePoint.
• Ensure accurate documentation of customer issues, service actions, serial numbers, dimensions, purchase orders, and machine-specific details.
• Continue development and maintenance of the KHS serial number folders and technical documentation databases, including SAP databases.
• Develop and implement systems and best practices to improve efficiency, first-call resolution, and overall customer satisfaction.
• Navigate and support PLC and automation platforms, including: Allen-Bradley ControlLogix PNOZmulti Configurator Rexroth Indramat servo systems.
• Continue expanding technical knowledge across the broader KHS portfolio, including fillers, blow molders, and process equipment.
• Identify opportunities to sell aftermarket products, upgrades, and conversions based on installed base analysis and customer needs.
• Take a proactive sales-support approach by promoting Regional Service Managers (RSMs) and conversions during non-urgent support periods.
• Support the Conversions Project Managers with technical input for complex conversion quotations and feasibility assessments.

Regional Service Manager

Project Manager

Technical Support Manager