<p>We're Not Just in the Packaging Business-We're in the "Wow" Business</p> <p>Pregis is Hiring!</p> <p>Why Join Pregis?</p> <p>Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.</p> <p>Job Title: Field Services Service Support Manager</p> <p>Reports To: Director of Field Services</p> <p>Summary of Job</p> <p>The Service Support Manager owns the frontline service engine: Technical Support Operations (Service Desk, Scheduling, Remote Troubleshooting) and Service Transparency reporting. This role ensures customers receive fast, accurate intake, triage, communication, and resolution tracking. The position leads service communication standards, SLA management, preventative maintenance program development, document control, and training support. The manager strengthens customer experience, operational consistency, and transparency in a world class service organization.</p> <p>Essential Functions and Responsibilities</p> <p>Technical Support Operations (TSOC)</p> <ul> <li>Lead the Technical Support Operations Center, owning intake speed, triage quality, after-hours support, and first-contact resolution. </li><li>Manage Service Desk Agents, Schedulers, and Remote Troubleshooting Technicians to optimize customer responsiveness. </li><li>Reduce truck rolls through accurate remote diagnostics, problem verification, and escalation management. </li></ul> <p>Service Transparency (ST)</p> <ul> <li>Own reporting standards: visit summaries, SLA status, proactive alerts, and health reports. </li><li>Standardize service dashboards, PM reporting, and SLA attainment visibility. </li><li>Ensure timely, accurate customer communication aligned with world-class service expectations. </li></ul> <p>Service Operations & Process Management</p> <ul> <li>Own SLA compliance, service quality metrics, corrective action plans, and TSOC/ST KPI performance. </li><li>Maintain and control service documentation, standardized workflows, triage scripts, and technical knowledge bases. </li><li>Drive continuous improvement using data from SAP FSM and TSOC metrics. </li></ul> <p>Training & Document Control</p> <ul> <li>Maintain ownership of training materials, certification pathways, and technical document control. </li><li>Support technician competency development and enablement across remote and field operations. </li></ul> <p>Systems Administration & SAP FSM Ownership</p> <ul> <li>Serve as primary owner for SAP FSM configuration, scheduling logic, service planning workflows, and reporting requirements. </li><li>Drive data accuracy, adoption, and best practice use across all service roles. </li><li>Partner with IT, Field Technical Solutions (FTS), and Technology Enablement (TE) to optimize system capabilities. </li></ul> <p>Customer Experience & Escalation Management</p> <ul> <li>Ensure every customer touchpoint meets world-class communication and support standards. </li><li>Act as primary escalation point for high-priority service issues and multi-team coordination events. </li><li>Reinforce a customer-first culture across TSOC and ST functions. </li></ul> <p>Education and Experience</p> <p>Required</p> <ul> <li>7-10 years progressive leadership experience in technical service, field service operations, TSOC, or service desk environments, including direct management of multi-function teams. </li><li>Demonstrated ability to operate as second-in-command for a field service organization, including decision-making authority, crisis response, customer escalations, and operational continuity. </li><li>Proven expertise in SLA management, remote support operations, service intake/triage performance, and scheduling optimization using systems such as SAP FSM. </li><li>Demonstrated ability to lead customer-facing technical service environments. </li></ul> <p>Preferred</p> <ul> <li>Bachelor's degree in Engineering, Operations, Technical Management, or related field; Master's degree preferred for succession readiness. </li><li>Experience owning service performance dashboards, service transparency reporting, and data-driven continuous improvement programs. </li><li>Background in building and delivering technical training, document control management, and operational standardization for service teams. </li></ul> <p>Job Requirements</p> <ul> <li>Ability to lead TSOC, Service Desk, Scheduling, Remote Troubleshooting, and Service Transparency functions with full operational authority when the Director is unavailable. </li><li>Strong understanding of troubleshooting logic, remote diagnostics workflows, and field service operating models (non-hands-on role). </li><li>Willingness to travel periodically to customer sites, corporate HQ, and the machine-building facility for service audits, training events, leadership coverage, or escalation management. </li></ul> <p>#SYS1</p>