Field Service Manager - Physical Properties

Who We Are

PAC is a leading global provider of advanced analytical instruments for laboratories and online process applications in HPI (hydrocarbon processing industries) in upstream, midstream and downstream. To provide its customers with cutting edge technology, PAC leverages significant R&D resources to support its core technologies, including chromatography, elemental analysis, physical properties, ultrasonic, fluorescence, spectroscopy, and microscopy/video imaging.  PAC operates as a unit of Indicor that is owned by globally leading private equity firm CD&R and Roper Technologies, Inc. a diversified growth company and a constituent of the S&P 500, Fortune 1000, and the Russell 1000 indices.

Your Role

PAC is seeking a strong technical leader to manage all the aspects related to field and technical service and administration for assigned team. This includes, but is not limited to, service sales, coordination of team assignments, management of team projects, and leadership/development of personnel.  Other duties include working with other managers (cross‑functional, departmental and occasionally global), focusing on customer and vendor relationships.

• Manage Americas Physical Properties Field Service team to provide effective after sales service support to customers
• Monitor product issues in the field and ensure all issues are properly documented in the system for further evaluation
• Monitor customer facing KPIs are meeting or exceeding targets
• Achieve customer service objectives and NPS Scores (Net Promoter Score) by contributing customer service information and recommendations to the strategic plans
• Monitor Field Service expense through reducing service cost and improving contribution margins
• Monitor Field Service Team’s Utilization Rate and ensure team is utilized for optimum productivity
• Motivate team to upsell/cross sell PAC aftermarket parts and services to grow service revenue
• Travel to meet with customers to discuss service and options
• Lead service team initiatives around investigating and solving complex customers’ problems
• Ensure service schedules are in place and customer deliverables are met within the specified time frames for team
• Maintain program to manage product warrantee work
• Hire staff/technicians for team, provides employee development, evaluates employee performance, recommends departmental changes, etc.
• Supports company Employee Engagement initiatives
• Analyzes statistics and/or other data to determine the level of customer service provided and satisfaction achieved for assigned service team.
• Report service-related metrics to management on a periodic basis
• Maintains industry and product knowledge by reading relevant publications, attending meetings, and completing industry training courses

QUALIFICATIONS: 

Education & Experience: 

• Bachelor's degree in Engineering, Chemistry, or other technical degree from four-year college or university with four or more years of experience in the process automations/instrumentation/analytics industry (or similar industrial environment); or equivalent combination of education and experience.
• 7-10 years’ field service experience in the analytical industry. Includes testing, troubleshooting, calibration and installation
• Five plus years’ experience in a supervisory role

Knowledge & Skills

• Knowledge of specific PAC product lines or similar products preferred
• Familiarity with analytics industry, products, and customer groups preferred
• Solid working knowledge of industrial service field
• Possesses technical aptitude
• Ability to successfully interact with customers
• Strong leadership qualifications
• Ability to develop and implement service models, utilizing education and experience
• Proficiency with computer tools, including ERP applications
• Organizational skills

Other Requirement:

• May require occasional travel to customer sites and international travel for training

 

Benefits:

Our benefits are designed to help you move forward in your career, and in areas of your life outside of work.   From health and wellness benefits, 401(k) Savings Plan, paid time off, and tuition assistance, we've got you covered with our total rewards package.

 

Privacy

We are committed to the protection and promotion of your privacy. In connection with your application for employment with us at PAC, please click on this link to view our Applicant Privacy Notice.  https://www.paclp.com/about-pac/careers/view

PAC is an Equal Opportunit