Field Services Service Support Manager

We're Not Just in the Packaging Business-We're in the "Wow" Business

Pregis is Hiring!

Why Join Pregis?

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.

Job Title: Field Services Service Support Manager

Reports To: Director of Field Services

Summary of Job

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.

Essential Functions and Responsibilities

Technical Support Operations (TSOC)

• Lead the Technical Support Operations Center, owning intake speed, triage quality, afterhours support, and firstcontact resolution.
• Manage Service Desk Agents, Schedulers, and Remote Troubleshooting Technicians to optimize customer responsiveness.
• Reduce truck rolls through accurate remote diagnostics, problem verification, and escalation management.

Service Transparency (ST)

• Own reporting standards: visit summaries, SLA status, proactive alerts, and health reports.
• Standardize service dashboards, PM reporting, and SLA attainment visibility.
• Ensure timely, accurate customer communication aligned with worldclass service expectations.

Service Operations & Process Management

• Own SLA compliance, service quality metrics, corrective action plans, and TSOC/ST KPI performance.
• Maintain and control service documentation, standardized workflows, triage scripts, and technical knowledge bases.
• Drive continuous improvement using data from SAP FSM and TSOC metrics.

Training & Document Control

• Maintain ownership of training materials, certification pathways, and technical document control.
• Support technician competency development and enablement across remote and field operations.

Systems Administration & SAP FSM Ownership

• Serve as primary owner for SAP FSM configuration, scheduling logic, service planning workflows, and reporting requirements.
• Drive data accuracy, adoption, and best practice use across all service roles.
• Partner with IT, Field Technical Solutions (FTS), and Technology Enablement (TE) to optimize system capabilities.

Customer Experience & Escalation Management

• Ensure every customer touchpoint meets worldclass communication and support standards.
• Act as primary escalation point for highpriority service issues and multiteam coordination events.
• Reinforce a customerfirst culture across TSOC and ST functions.

Education and Experience

Required

• 7-10 years progressive leadership experience in technical service, field service operations, TSOC, or service desk environments, including direct management of multifunction teams.
• Demonstrated ability to operate as secondincommand for a field service organization, including decisionmaking authority, crisis response, customer escalations, and operational continuity.
• Proven expertise in SLA management, remote support operations, service intake/triage performance, and scheduling optimization using systems such as SAP FSM.
• Demonstrated ability to lead customerfacing technical service environments.

Preferred

• Bachelor's degree in Engineering, Operations, Technical Management, or related field; Master's degree preferred for succession readiness.
• Experience owning service performance dashboards, service transparency reporting, and datadriven continuous improvement programs.
• Background in building and delivering technical training, document control management, and operational standardization for service teams.

Job Requirements

• Ability to lead TSOC, Service Desk, Scheduling, Remote Troubleshooting, and Service Transparency functions with full operational authority when the Director is unavailable.
• Strong understanding of troubleshooting logic, remote diagnostics workflows, and field service operating models (nonhandson role).
• Willingness to travel periodically to customer sites, corporate HQ, and the machinebuilding facility for service audits, training events, leadership coverage, or escalation management.

#SYS1

Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Affirmative Action/EEO Statement/Inclusion

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis' culture and achievements.

Visit us at www.pregis.com for more information about Pregis LLC.