Service Manager

Loma Systems Field Service Manager

Loma Systems is a premier manufacturer of inspection equipment used to identify contaminants and product defects in the food and pharmaceutical industries. Established in the UK in the 1960's, Loma Systems is today one of the leading global companies involved in production line safety systems, boasting an impressive installed base of over 125,000 machines in over 100 countries.

We are part of Illinois Tool Works (ITW), a global Fortune 250 diversified industrial manufacturer. Operating under the core philosophies of 80 / 20 business processes, customer-back innovation and a decentralized entrepreneurial culture, the company focuses on solid growth across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with significant presence in developed and emerging markets. ITW's revenue totaled US$14.5 billion in 2021, with nearly 45,000 employees worldwide.

Responsibilities

• Manage the Field Service Team ensuring the company's processes and procedures are complied with fully. This should include expense reviews and approvals, setting employee objectives and performance expectations, etc.
• Lead and develop the Field Service team according to the needs of Loma Systems and the customer to deliver service financial growth in the market
• Ensure high standards of technical service and support are consistently achieved
• Hire, develop, coach and shape the Field Service Engineers into an industry-leading provider of after-market service.
• Effectively manage the activities of the team to maximize customer satisfaction, productivity and profitability
• Monitor and communicate service metrics (KPIs) to ensure continuous improvement in service performance, with specific attention to customer satisfaction drivers such as response time, first-time-fix rates, parts availability and Field Service Engineer knowledge and professionalism
• Communicate with Sales and Marketing teams to ensure customer requirements are being met
• Provide Monthly Management reports covering the performance of the Service Team against agreed KPI's Act as cover for the technical support as the first line to the customer
• Act as an escalation point for technical issues, taking ownership toward successfully resolving customer problems Proactively collaborate with internal functions to gain all relevant information and support toward achieving business targets
• Perform all duties in accordance with all company policies including adherence to good safety practices
• In addition to the duties listed above, the position holder must carry out tasks assigned by their manager that are essentially related to their duties

Essential Requirements

Compensation Information

110K-120K