Schneider Packaging Equipment, A Pacteon Company

Manager

• Effectively collaborate with internal stakeholders to supply best-in-class customer service to our end users and integrators.
• Grow Service Revenues through pro-active initiatives including but not limited to Predictive Maintenance, Preventative Maintenance and Training.
• Meet Pacteon’s quality standards while maintaining working knowledge of relevant technologies and best practices.
• Mentoring, motivating and training of the service technicians to achieve First Time Fix on service orders
• Optimize our customer experience collaborative training and solution-based customer support.
• Create and communicate tailored build plans for both customers and technicians.
• Review trip reports and utilize these reports to drive solutions to continuously improve customer experience.
• Serve as primary point of contact for our customers on new machine installations and startups.
• Ensure an effective schedule is maintained for field service personnel.
• Ensure all Build Plans are comprehensive and communicated with both Technicians and Customers to properly set expectations.
• Support all internal and external customer meetings.
• Support recruitment and training an effective team of service technicians.
• Maintain 3rd party field service training program across spectrum of all Pacteon products.
• Assist customers and technicians with troubleshooting, debugging, documentation, and field service issues as required.
• Drive collaborative culture to support best-in-class customer service organization.
• Support development of collaborative robot sales.
• Travel required may include field support for customers to ensure satisfactory operation of machines, vendor support, training and/or trade show support. Approximately 25-50%.
• Must maintain a valid enhanced driver’s license and/or passport for travel.
• Perform other related duties as assigned by management.

Service Manager