Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family.

Purpose Statement

The Field Service Manager'sprimary job function is to be fully accountable for Rich Products Technical Services success in the United States and Canada market. In this role, the Technical Services Area Manager will oversee the development, expansion, and optimization of our service network to ensure exceptional customer support and service delivery. The Field Service Manager'srole also involves managing relationships with service providers, negotiating contracts, ensuring compliance with service-level agreements (SLAs), and driving continuous improvement across the network. The ideal candidate will possess strong leadership, analytical, and negotiation skills, with a focus on customer satisfaction and operational efficiency.

Must be able to travel up to 25% in the US.

Must be able to work a hybrid schedule after training. Training is Monday-Friday 8am-5pm onsite for approximately a month. Hybrid schedule is Monday & Friday work from home, Tuesday-Thursday work onsite, flexible daytime hours.

Key Accountabilities and Outcomes

• Service Network Expansion: Identify, evaluate, and onboard new service providers to enhance coverage and capability.

• Service Provider Management: Maintain strong relationships with service providers, ensuring adherence to SLAs, quality standards, and company policies.

• Contract Negotiation: Lead negotiations with service providers to secure favorable terms and ensure alignment with business goals.

• Quality Assurance: Develop and implement quality control measures to monitor and improve service performance across the network.

• Field Audits:Perform on site customer and service provider audits regularly.

• Training: Ensure service providers are continually trained to support the equipment in their assigned territories.

• Issue Resolution: Act as the escalation point for service-related issues, working closely with providers to resolve problems promptly.

• Cost Management: Audit and approve service invoices, analyze costs, and identify opportunities for savings without compromising service quality.

• Data Analysis: Utilize data-driven insights to monitor performance, identify trends, and make informed decisions regarding the service network.

• Compliance and Security: Ensure all service providers comply with relevant regulations, security protocols, and company policies.

• Continuous Improvement: Drive initiatives to improve service processes, reduce downtime, and enhance the overall customer experience.

• Service Work Order Management: Oversee the management and tracking of service work orders, ensuring timely and accurate completion to meet customer expectations.

• Documentation and Reporting: Maintain accurate records of service provider performance, contracts, and related activities. Prepare regular reports for senior management.

• Cross-functional Collaboration: Work closely with other departments, such as logistics, sales, and product teams, to align service network activities with broader business objectives.

• Emergency Response: Lead the coordination of service providers during emergencies, ensuring timely and effective response.

• Team Leadership: Manage and mentor a team of service network coordinators, providing guidance and support as needed.

Knowledge, Skills, and Experience

Requirements:

• Bachelor's degree in business, Operations Management, or a related field, or a minimum of 5-7 years of work experience in service network management, operations, or a similar role.

• Strong understanding of contract negotiation, SLA management, and vendor relations.

• Proven ability to analyze data and make strategic decisions.

• Excellent communication, negotiation, and leadership skills.

• Ability to work in a fast-paced environment and manage multiple priorities.

• Knowledge of industry regulations and compliance requirements.

• Up to 25% travel will be required.

Preferred Qualifications:

• Experience in the Technology & Electronics, Telecommunications, Consumer Appliances, Retail & E-commerce industries.

• Previous experience in managing a geographically dispersed service network.

• Certifications in project management or operations management.

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COMPENSATION

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$80,800.00-$121,200.00

Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's. Please contact Rich's Human Resources department at hrhelp@rich.com if you need assistance completing this application or to otherwise participate in the application process.