About the Role

We are seeking an experienced Field Service Manager to lead and oversee our field service operations. This position is responsible for ensuring our field service team delivers safe, high-quality, efficient, and customer-focused service.

The Field Service Manager will lead and develop field service personnel, oversee scheduling and resource allocation, monitor performance, and work closely with Engineering, Product Support, and Customer Service to resolve complex technical and customer issues.

This is a hands-on leadership role for someone who enjoys developing people, improving processes, solving problems, and building strong customer relationships.

Key Responsibilities

• Manage day-to-day field service operations, including scheduling, resource allocation, and service delivery.
• Lead, coach, train, and evaluate field service employees and supervisors.
• Establish performance expectations and promote a culture of safety, quality, accountability, and continuous improvement.
• Develop and implement field service procedures, policies, standards, and best practices.
• Monitor key performance indicators and identify opportunities to improve service efficiency, productivity, and customer satisfaction.
• Serve as a key point of contact for escalated customer concerns and complex service issues.
• Build and maintain strong relationships with customers and internal stakeholders.
• Collaborate with Engineering, Product Support, Customer Service, and other departments to troubleshoot and resolve complex technical issues.
• Provide technical guidance and support to field service employees, colleagues, and customers as needed.
• Ensure field service activities comply with applicable safety, quality, and regulatory requirements.
• Manage departmental budgets, expenses, tools, equipment, and procurement needs.
• Identify training needs and implement employee development programs to strengthen technical knowledge and field service capabilities.
• Lead process improvement initiatives designed to increase efficiency, reduce downtime, and improve the overall customer experience.
• Establish team operating standards and ensure required procedures are consistently followed.
• Adapt departmental priorities and resources to address changing operational and customer needs.
• Set performance objectives, conduct employee performance reviews, and provide recommendations regarding compensation and other personnel actions.
• Make day-to-day operational decisions and resolve problems in alignment with company policies, procedures, and business objectives.

Qualifications

• Bachelor's degree in business, engineering, operations, or a related field preferred; equivalent experience may be considered.
• 5+ years of experience in field service, technical service, manufacturing, industrial equipment, or a related environment.
• Previous leadership or management experience, preferably overseeing field service technicians or technical teams.
• Strong understanding of field service operations, scheduling, resource planning, and customer service.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to effectively manage competing priorities in a fast-paced environment.
• Strong organizational and project management skills.
• Ability to provide technical guidance and communicate effectively with both technical and non-technical audiences.
• Proficiency with Microsoft Office and other business or service management systems.
• Ability and willingness to travel as required to support customers and field service operations.

Preferred Qualifications

• Experience supporting industrial equipment, food processing equipment, manufacturing systems, or other technical equipment.
• Experience managing a geographically dispersed field service team.
• Experience using service management software, ERP systems, or workforce scheduling platforms.
• Experience developing field service processes, KPIs, and performance improvement initiatives.

What We're Looking For

The ideal candidate is a strong people leader who can balance customer needs, employee development, operational performance, and business priorities. You should be comfortable making decisions, solving complex problems, working across departments, and stepping in when customers or field employees need support.

If you are passionate about developing teams and delivering exceptional service while continuously improving how work gets done, we'd like to hear from you.

We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.

We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.

We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!

Benefits: JBT Marel offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

Commitment to Diversity: Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.

Use of Technology in Our Hiring Process

JBT Marel uses technology-assisted tools, including artificial intelligence (AI), to support the review of applications.

These tools help our recruiting teams identify skills and experience relevant to the role based on job-related criteria.

All applications are reviewed by people, and AI is not used to make hiring decisions independently. We are committed to fair, consistent, and inclusive hiring practices globally.