Customer Service Manager- Field Service

R.A Jones is a leading organization headquartered in Covington, KY, USA.

As a key player in the design and manufacturing of primary and secondary packaging machinery, we specialize in beverage, chemical, consumer goods, dairy, food and pharmaceutical industries.

Our business portfolio encompasses a wide range of innovative solutions for applications in aerosol, cartoning, chub packing, cup filling, multipacking and pouching.
We strive to continuously expand our offerings and enhance our capabilities to meet the evolving needs of our customers.

For more detailed information about R.A Jones and its comprehensive business landscape, please visit www.rajones.com.

R.A Jones is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia operates in 36 countries with 20 different companies and employs over 8,000 people as of 2023.

As the Customer Service Manager- Field Service you will lead field service to profitable growth and ensure industry leadership and customer satisfaction. Provide products and services that maintain the efficiency of our customer's equipment in a manner that meets or exceeds delivery, quality and value expectations.

Responsibilities will include but not be limited to:

• Develop and execute a marketing strategy and business plan to achieve annual bookings and sales goals for field service, while establishing the long-term success, profitability, and growth of the Jones field service department.
• Establish and manage the field service gross margin to balance total booking revenue with targeted gross margin dollars.
• Drive growth by proactively selling field service products and resources through customer visits, regional technicians, service contracts, employee education, and advertising efforts.
• Ensure the field service team is equipped with the necessary sales organization, processes, skills, and behaviors to meet business objectives, and mentor department personnel to enhance customer service and maintain a competitive advantage.
• Develop and oversee customer satisfaction programs to measure and maintain satisfaction levels of 80% or higher.
• Manage a system to capture safety infractions in the field and ensure customers are properly notified to protect both the customer and Jones from injury and liability risks.
• Other duties as assigned.

• Bachelor’s degree required, with at least 2 years of technical sales experience.
• Experience in sales and customer service preferred; operations experience is a plus.
• Strong interpersonal skills with excellent written and verbal communication abilities.
• Comfortable interacting with employees, management, and external customers at all levels.
• Skilled at quickly identifying root causes of customer issues and developing actionable plans for resolution and satisfaction.
• Willingness to travel domestically and internationally to various locations, including customer facilities.
• Work environment includes both office and manufacturing settings.

Coesia North America offers a competitive benefit package which includes, among other things:

• Multiple health insurance plan options.
• Company paid life insurance.
• 401k with up to 6% company match.
• Paid parental leave.