Technical Service Advisor

• Support customers, manager, and service technicians with resolving technical issues, identified by the service team.
• Drive optimal technical service support for the Region, in conjunction with global 2nd level support team (Germany). 
• Ensure best in class technical competencies for Separator services. Maintain and address all Ticket Desk requests for Separator technical support for the Region.
• Provide technical support for troubleshooting and technical help, by telephone / email, via remote video support and in person, on-site, as required.
• Manage and respond to support requests (via ticket system)
• Support service team and customers to resolve complex problems via phone, email remote support or in person.
• Provide over the phone / remote technical support for customers in USA and Canada. (Remote support via Passerelle system.
• Support / diagnose PLC issues and basic electrical needs.
• Work in multiple markets and across business units / Divisions
• Liaise with engineering colleagues both in US and Germany
• Support service goals of maintaining reliable and safe separation equipment while improving production rates, efficiencies, yields etc.
• Diagnose and specify faults, suggest remedial measures, coordinate, and carry out remedial measures.
•  Upload and download to PLC’s and make code corrections as needed
•  Read / interpret P.I. D’s & electrical drawings
• Document support request and actions taken.
• Collect, record, and transcribe data within C4C, SAP and CRMoP
• Provide training for customers on proper use of GEA equipment
• Provide training for service team.
• All other duties as assigned or directed by management.

KEY ACCOUNTABILITIES

Innovation and Change

Predominantly delivers - follows defined standards.

• Supports customers, technicians & teams to provide world-class technical & training support.
• Considerable impact on customer satisfaction with the service business.
• Fulfil company expectations and develop best-in-class service.
• Continuously optimize service excellence.

COMMUNICATION PARTNERS & DECISION-MAKING POWER

Please choose most applicable option from drop down list: Please list communication partners and describe type of communication in approx. 2-3 bullet points.

Main communication partners

Decision-making power

Predominantly communicates with others within the organization.

Predominantly supports decision-making.

• Internal / External service team & customers:   Service functions in BU and Division
• Set and align customer expectations
• Support decisions on country level

• High School Diploma.
•  Engineering degree, preferred
• Previous experience of at least 5 years servicing, maintaining, and troubleshooting separators.
• Specialist knowledge with GEA Technology essential (Training for specific equipment will be provided)

• Electromechanical troubleshooting skills

•  Understanding of control systems for GEA equipment
• Good verbal and written English (report writing skills)
• Ability to network and build relationships   
• Strong innovative thinking and change competences
• Very good analytical capabilities, problem-solving skills         
• Takes ownership of work, successes, and mistakes   

GEA offers competitive pay and great benefits.

• 11 Paid Holidays
• PTO - Paid Time Off
• Medical Plans
• Dental Insurance
• Vision Insurance
• Health Savings and Spending Accounts
• Tuition Reimbursement
• 401k with excellent employer match
• Wellness Incentive Program
• Employee Assistance Program

GEA is an equal opportunity employer. Applicants will therefore receive consideration for employment without regard to age, sex, race, color, religion, world view, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. Applicants with disabilities are welcome and will be given special consideration if they are equally qualified.

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