Field Service Team Lead

GEA, a global engineering group suppling process technology and components for sophisticated production processes in the food and dairy industry and various other end-user markets seeks a Regional Service Manager for its service activities in the USA. 

SUMMARY:

The Team Service Manager leads and directs the day-to-day activities of the field service teams operating within the country. S/he is responsible for execution of Service Level Agreements, sales / gross margin targets in the region, customer satisfaction / retention etc. S/he will manage the schedule for service work, liaise with customers, and provide technical support for the team and for customers.  S/he will lead and manage human resources by example to bring out the best of the field service personnel and will provide training, coaching, development and motivation. S/he will identify areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities. S/he will adhere to high ethical standards, and comply with all regulations / applicable laws, especially with respect to safety.

• Drive optimal utilization, operational cost optimization and manage maintenance work profitability.
• Lead the supervision of services activities to ensure they are performed at the highest standard and aligned with GEA procedures and safety standards. 
• Proactively communicate with sales team and stakeholders to inform on customer issues.
• Ensure all technical reports are completed on time and with high quality.
• Identify high potentials candidates.
• Customer service Visits and or service intervention if required.
• Participate and lead the execution of their team members certification according to the yearly plans.
• Steer and coordinate the Service activities.
• Coordinate the service locations.
• Drive growth of the service business
• Set, align, and govern Service targets, processes, standards, methods and tools.
• Support the development and implementation of the Service Strategy.
• Actively monitor market and competition trends, drive best practice sharing and Services excellence e.g., cross-selling, incl. implementing state-of-the-art service processes and methods
• Manage the synergetic collaboration with relevant interfaces.
• Act as liaison between customers, production and distribution departments related to specific customer orders
• Foster exchange of best practices
• Ensure high level collaboration with Sales and Project teams.
• All other duties as assigned or directed by management.
• Focus on team member’s Perform and Grow, set development goals for each team member and create their development plan

KEY ACCOUNTABILITIES

Please choose most applicable option from drop down list and describe accountabilities in approx. 2-3 bullet points.

Impact on Business

Innovation and Change

Predominantly works tactically - executes strategic initiatives.

Predominantly modifies and improves existing processes or products.

• Lead the local service organization to provide world-class support and guidance.
• Considerable impact on customer satisfaction by the service business
• to fulfil customer expectations and develop best-in-class service product portfolio enhance their competitiveness.
• Continuously optimize service excellence e.g. state-of-the-art processes, cross-selling, digitalization

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 external partners.

Predominantly supports decision-making.

• Internal customers:  R&C; Service functions in BU and Divisions
• External customers:

• Take decisions and set and align customer expectations.
• Supports decisions on country level

Please enter the required qualification here. Please use bullet points for listing information.

• Trade School or High School Diploma
• Business Administration or Engineering, preferred.
• 5+ years of front-line experience with customers
• Team leadership experience preferred.
• Strong technical knowledge of equipment
• Work experience within management of a service organization
• Deep practical know-how and experience with the maintenance of pertinent product group​
• English       
• Good leadership and organization skills
• Ability to network and build relationships.   
• Deep understanding of business     
• Strong communicator, good networker
• Strongly innovative thinking, adaptive to change
• Very good analytical capabilities, problem-solving skills         
• Takes ownership of the work, successes, and mistakes   
•   Strong emotional intelligence
• Proven experience in conflict resolution
• Strategic Thinking