Service Team Manager

Vaco is seeking a hands-on Service Team Managerfor our manufacturing client located on the Northwest side of Indianapolis.

This person willlead the growing technical service team responsible for installing, maintaining, and supportingsustainable packaging systems and machinery. This role combines technical acumen, customer-facing professionalism, and team leadership to ensure a best-in-class experience for our distributor and end-user customers.

You will oversee day-to-day field service operations, including equipment installations, preventive maintenance, troubleshooting, and customer training, while managing a small but expanding team. This position requires strong problem-solving skills, organizational excellence, and the ability to lead by example in a dynamic, fast-growing environment.

Travel: This role will require regular travel to client sites across the US. Travel is estimated to be 30% of the work responsibility but can occasionally get up to 60%.

• Manage and mentor a team of 2-3 Field Service Technicians, with anticipated growth to 5 as the business scales.
• Oversee daily field operations including preventive maintenance, installations, troubleshooting, and repairs.
• Ensure consistent, high-quality customer communication and follow-up; serve as the face of the company during site visits and client interactions.
• Support hiring, onboarding, and training of new technicians as the team expands.
• Develop and maintain service metrics, KPIs, and continuous improvement initiatives related to service quality and efficiency.

• Lead or assist in customer equipment installations, upgrades, and configurations systems.
• Provide remote and onsite troubleshooting support; determine cost-effective and timely resolution paths.
• Conduct preventive maintenance visits to minimize downtime and ensure equipment reliability.
• Maintain control and accuracy of machine, spare parts, and demo inventory.
• Follow safety protocols and uphold regulatory compliance during all field activities.

• Partner closely with Sales, Operations, and Customer Service teams to support product demos, manage equipment loans, and schedule service activities.
• Communicate field insights to internal teams to improve customer experience and product performance.
• Act as a liaison between technical and business functions, ensuring customers receive cohesive, end-to-end support.

• Maintain detailed service records, trip reports, and scheduling data using ERP system
• Utilize Excel for tracking, data analysis, and performance reporting.
• Manage documentation for service visits, installations, and maintenance history.
• Contribute to process documentation, SOPs, and reporting to support team scalability.

• High school diploma or equivalent; associate's or technical degree preferred.
• Minimum 3-5 years of experience in field service, technical operations, or industrial equipment support.
• Proven experience leading or mentoring technicians in a service environment.
• ERP system experience
• Proficiency in Microsoft Excel
• Strong mechanical aptitude and ability to diagnose and resolve mechanical/electrical issues.
• Excellent written and verbal communication; comfortable presenting to both operators and executives.
• Strong organizational, time management, and decision-making skills.
• Willingness to travel 30-60% for site visits, installations, and customer training.

• Experience working in packaging, automation, or industrial machinery industries.
• Prior experience in a small-company environment with evolving processes and high visibility.
• Technical certifications or trade school background in mechanical or electrical systems.

• Ownership mindset: Operates with accountability, efficiency, and a customer-first perspective.
• Adaptable leader: Thrives in a fast-paced, high-growth environment where systems are still evolving.
• Service-driven communicator: Balances technical know-how with professionalism and relationship-building.
• Organized multitasker: Manages service schedules, travel, and reporting with precision.
• Confident, customer-focused leadership - stands firmly behind company products and solutions while maintaining empathy and adaptability to address customer-specific challenges.
• Proactive customer engagement - anticipates needs, communicates consistently, and takes initiative to strengthen relationships and prevent issues before they arise.
• Team leadership and development- motivates, mentors, and holds team members accountable to performance and service standards.
• Problem-solving mindset- identifies root causes, anticipates obstacles, and implements proactive solutions.
• Continuous improvement orientation- seeks opportunities to enhance processes, service delivery, and team efficiency.