Field Services Program Manager
Henny Penny

Do you want to work for a global company that creates remarkable experiences through people, products, and food? If you want to be part of a rewarding People First culture that values relationships, trust, and taking the long view, then this is the place for you. Henny Penny was named the 2021 Dayton Business of the Year for many good reasons. Read on to learn more!

The Field Services Program Manager is responsible for developing and leading the Customer Care, Services Programs, and Field Services teams. These teams are highly engaged with Henny Penny customers, partners, and internal stakeholders. The activities and projects include managing field service programs, rollouts, planned maintenance, and prime install. The Field Services Program Manager will be critical in our continued development of IoT services.

What We Offer

• An opportunity to work for a company that is 100% employee-owned. As an employee-owner, you will be enrolled in our employee stock ownership plan (ESOP) program following one year of service. This is a qualified retirement plan that is separate from your 401k and consists only of Henny Penny shares that will be paid out when you retire (or when you leave the company, but we hope you'll stay)
  
• Annual company performance bonus in addition to base salary
  
• Flexibility to work from home 2 days per week
  
• Defined career paths so you'll always know what's next and what steps can get where you want to go
  
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses
  
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays
  
• Expanded onsite Cares Clinic offering preventive care services such as wellness screenings, annual physicals, related lab work and mental wellbeing at no cost to employee-owners
  
• Achieve total well-being at our new Wellspring and Owners Hall facility, featuring a 24/7 fitness center with a wide variety of cardio and strength training equipment. This facility reflects our continuous evolution in supporting our valued employee-owners.
  
• Activities including department outings, holiday parties, and our annual company-wide Thanksgiving Dinner
  

What You'll Be Doing

• Create exceptional customer experiences by aligning focus and priorities within Technical Service, Customer Service, and Sales.
  
• Focal point for the Henny Penny Hunt Big Sales and strategic customers' field needs.
  
• Interact with distributors and service providers to review and align on performance and needs.
  
• Coordinate, plan, execute and report on multiple simultaneous global retrofits, field tests, and service projects (both internal to Henny Penny and external customers).
  
• Track and share project deliverables using appropriate tools.
  
• Manage, prioritize, and communicate internally field escalations.
  
• Integral in the development and execution of corporate services revenue programs such as Planned Maintenance, Prime Install, and connected equipment monitoring programs.
  
• Develop individual development plans and performance reviews for direct reports.
  
• Develop, document, and implement formal processes for field activities.
  
• Define, revise, and communicate metrics for the team.
  
• Oversee RMA processing and trade show equipment preparation processes.
  
• Regular communication and collaboration with Services Leadership team, including making recommendations for improved processes/policies.
  
• Develop, implement, and execute field services programs that align with our company strategy.
  
• Consistently models the Company Values and Expected Behaviors.
  
• Other duties as assigned.
  

What We're Looking For

• Bachelor's degree preferred or minimum 5 years equivalent experience.
  
• Minimum 5 years of service experience or project team lead preferred.
  
• Minimum of 3 years in leadership role preferred.
  
• Advanced knowledge of MS Office, Excel, Word, Outlook, MS Teams One Note, Visio, Smart Sheet with the ability to learn new software using the training tools provided.
  
• Strong organizational skills including strict attention to detail, efficiency, and the ability to multi-task.
  
• Ability to work independently & effectively in a variety of situations.
  
• Excellent verbal and written communication, presentation, organization, and time-management skills
  
• Proven verbal and written communication skills including the ability to customize communication to fit audiences and effectively communicate with internal and external customers.
  
• Proven success demonstrating a customer mind-set.
  
• Proven success assimilating and applying, in a timely manner, new job-related information that may vary in detail and complexity.
  
• Ability to obtain inputs and variables, analyze, and offer go forward decisions.
  
• Ability to function well in a team-oriented environment and collaborate with other departments.
  
• Ability to solve complex problems and offer creative solutions.
  
• Ability to effectively manage stressful situations with diplomacy and tact.
  
• Ability to adjust schedule as priorities and tasks change.
  
• Ability to translate Service needs into Henny Penny technology system capabilities.
  
• Ability to create process flow charts using mapping applications (example Visio) and drive improvement.
  
• Proven ability to win collaboration amongst co-workers inside and outside of the Services team.
  
• Willingness and ability to travel up to 25% of the time.
  
• Experience in daily use of telecommuting applications (Zoom, Teams).
  

About Us

We're known in our industry for making the best commercial food equipment in the world. Every day, millions of people eat in restaurants operating Henny Penny equipment. We're a behind-the-scenes engine in the world's most demanding kitchens, including long-term partners like McDonald's, Chick-fil-A, KFC, and Wendy's. We're 1,000+ employee-owners who thrive by living a People First mission: to support employees in becoming the best version of themselves both personally and professionally.

We recently completed the largest expansion in our history with the addition of 150,000 square feet on our Eaton campus. This expansion drives development of the world's most reliable, easy-to-use equipment with an innovative new space for global research and development. We have several collaborative spaces for our project teams, a dedicated electrical engineering lab for our hardware and software engineers, a full model shop for rapid prototyping, and a brand-new test lab that has 300 feet of hood space to test new equipment on our product roadmap. On top of that, we have a new state-of-the-art kitchen for our food science group to meet with our customers, understand what they need, and then dial in our equipment to help them make legendary menu items.

Henny Penny is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.

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