At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire. You can be creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer service authority. Meticulous. A closer. A futurist.

You’ll be challenged and rewarded. Make friends and have fun. Improve our customers’ Processing performance and efficiency every day. Help build the future of liquid processing automation. We’re proud of that and hope you will be too.

Do we have your attention? Keep reading.

TechniBlend, a division of Pro Mach, is a leading supplier of beverage and liquid processing equipment & systems utilizing cutting edge technology, innovative components, and optimal design features to serve the food & beverage industry, as well as the consumer products, and household & personal care industries.

We are seeking a talented Service Manager to ensure the company’s Aftermarket objectives & goals are achieved and to serve customers with prompt, high-quality product support. The position is located in Waukesha, WI, reports to the Director of Aftermarket. In this position, you’ll evaluate service revenues, costs, and help deliver improved customer satisfaction.

In this role, you will…

• Prioritize, schedule, and delegate work assignments through Salesforce by effectively managing the service technicians and office support employees to ensure all customers receive the best product support within service level agreements.
• Oversee department’s Service Coordinator with quoting, scheduling & dispatching, customer communication, and billing. Train to back-up on these tasks as needed.
• Manage escalated customer problems through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.
• Responsible for managing After-Hours support which provides end-users access to emergency assistance at all hours of the day, year-round including holidays.
• Assign daily tasks to in-house technicians, including support tickets, programming parts, testing, training, and documentation functions.
• Ensure service orders are successfully resolved by meeting customer satisfaction needs, as well as company productivity and profitability needs. Ensure that equipment performance issues are documented and presented internally to the appropriate groups when necessary.
• Interview, hire, coach, and appraise performances of the Service team regularly. Oversee Service department employee training including certification, new technologies, or changes in technical application.
• Be available to receive customer service request calls during afterhours and directly coordinate field services when necessary. Available to travel to customer locations in support of group operations, when appropriate.
• Ensure that department business practices and policies, including safe work practices, conduct of team members, internal and external communications, efficiency of problem resolution, and a customer driven focus are all maintained at a very high level.
• Lead with a strategic focus to create short and long-range goals and objectives for the Service department that effectively supports the overall goals and objectives of the company.
• Monitor and control service costs to ensure budgetary compliance. Collect and present data to management on resource utilization, performance to budget, and capacity needs.
• Manage service department resources, including tools, equipment, and inventory.

Who we’re looking for?

• 4+ years’ leadership experience in customer service, engineering or production.
• Exceptional leadership and the demonstrated abilities to manage a team, maintain excellent customer relationships and be both timely and responsive to internal and external customer needs.
• Bachelor's degree in a relevant field (Engineering, Business, etc.) or equivalent experience.
• Proven experience growing the size and technical ability of a service department, including leading a team of traveling technicians
• Working knowledge of mechanical/electrical technical applications
• Strong customer service and communication skills a must, both oral and written.
• Good computer skills (Microsoft Office - Word/Excel)
• Good interpersonal skills and ability to successfully handle a multi-tasked role
• Problem-solving and decision-making skills.
• Some domestic and international travel will be required

Pro Mach, Inc.

We have been named to the Inc. 5,000 list of fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

We have the rewards, opportunities, and the market strengths of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally with the personal touch and feel of a smaller company where you can make an impact every day.

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More career opportunities to consider!

ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.