Field Service Manager

Company: Rapak LLC

Primary Location: 1020 Davey Road, Suite 800, Woodridge, IL 60517 USA

Workplace Type: On-site

Employment Type: Salaried | Full-Time

Function: Engineering

Main Duties & Responsibilities

Position Summary:
The Field Service Manager is responsible for leadingand supporting the installation, servicing, and technical support ofelectro-pneumatic liquid filling equipment at customer locations. This roleoversees field service operations, ensuring high-quality service delivery,effective troubleshooting, and strong customer relationships.

The Field Service Manager provides both hands-ontechnical expertise and leadership to the field service team, while drivingcontinuous improvement, operational efficiency, and customer satisfaction. Thisposition may also support internal manufacturing facilities with technicalguidance as needed.

Key Responsibilities

• Lead and manage field service operations, including installation, commissioning, and servicing of equipment at customer sites
• Provide technical guidance and support for troubleshooting of new and legacy equipment (onsite, remote, and phone support)
• Oversee scheduling, coordination, and execution of field service activities to meet customer and business needs
• Support and, when necessary, participate in equipment installations and service work at customer locations
• Ensure timely and accurate completion of service reports, documentation, and administrative requirements
• Act as a primary escalation point for complex technical issues and customer concerns
• Partner with engineering and manufacturing teams to resolve product or process issues and drive improvements
• Support customer visits, including equipment trials, training, and relationship management
• Contribute to continuous improvement initiatives to enhance service efficiency, reliability, and customer experience
• Provide technical support to internal production facilities as required
• Generate new machine quotations with input from Engineering and sales group
• Ensure that machine manuals are documented and sent to customer and copies are placed in customer folders on the network
• Leadership & Team Development
• Lead, coach, and develop Field Service Technicians to ensure strong technical and customer service capabilities
• Foster a collaborative, high-performance team environment
• Support training and development initiatives, including technical skill advancement and safety practices
• Promote accountability, professionalism, and customer-focused behaviors across the team

Key Accountabilities

• Ensure high-quality, timely installation and servicing of equipment
• Drive customer satisfaction through responsive and effective service support
• Improve service efficiency, response times, and issue resolution
• Maintain accurate and timely documentation and reporting
• Support safe work practices and compliance with company standards

Qualifications

Qualifications
Education & Experience:

• Associate's degree in electrical, mechanical, or related field (or equivalent combination of education and experience)
• 5+ years of field service experience, preferably in equipment, packaging, or manufacturing environments
• Prior leadership or supervisory experience preferred

Knowledge & Skills:

• Strong troubleshooting and critical thinking skills
• Technical expertise in industrial controls, including Allen Bradley systems
• Experience with PLC programming (ladder logic) and platforms such as RSLogix 500/5000
• Strong mechanical and electrical aptitude, including ability to interpret schematics
• Excellent communication and customer relationship management skills
• Strong time management and organizational skills
• Ability to work independently and lead in dynamic, customer-facing environments

Preferred Qualifications

• Experience in food processing, packaging, or related industries
• Experience managing customer-facing technical service teams

Travel Requirements

• Valid U.S. Passport required
• Ability to travel up to 75%, including domestic and international travel

Compensation

In compliance with all states and cities requiring transparency of pay, the expected pay range for this position is $100,000-$115,000

Compensation can vary depending on several factors, including a candidate's qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our recruiting team during the interview process.

Benefits

Benefit offerings include Medical Insurance and Prescription Drugs, Dental Insurance, Vision Insurance, Flexible Spending Accounts, Life Insurance, Short-Term Disability, Long-Term Disability Insurance (for eligible employees), Employee Assistance Plan (EAP), Paid Time Off (may include vacation and sick time), Retirement Program, and Other Voluntary Benefits.