Head of Service Branch Elgin, IL - North America

GEA Group, founded in Germany in 1881, is a global leader in engineering solutions, serving industries such as food and beverage, pharma, dairy, and more. With over 18,000 employees worldwide and a strong U.S. presence since 1929, GEA combines the heritage of a well-established company with the innovation of a forward-thinking industry leader. At GEA, we’re not just building equipment, we’re building lasting careers with an average employee tenure range from 8 + years, reflecting the strong culture, growth opportunities, and support we provide.

• Start strong – Medical, dental, and vision coverage begins on your first day

• Recharge and refresh – Enjoy 12 paid holidays, including a flexible floating holiday, and 136 hours of PTO to relax or explore

• Invest in your future – A 7% 401(k) employer match helps grow your retirement savings faster

• Keep learning – Take advantage of tuition reimbursement to further your education or skillset

• Live well – Our wellness incentive program rewards healthy habits

• Get support when you need it – Access to a confidential Employee Assistance Program for personal or professional guidance

• Save smart – Flexible Health Savings and Spending Accounts to manage out-of-pocket expenses

At GEA, we don’t just offer jobs, we offer opportunities to thrive, grow, and make an impact.

Summary of the Position:

The Regional Service Manager leads and directs the day-to-day activities of the field service teams operating within the region. They are responsible for execution of Service Level Agreements, sales / gross margin targets in the region, customer satisfaction / retention etc. They will manage the schedule for service work, liaise with customers, and provide technical support for the team and for customers.  They 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. They will identify areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities. They will adhere to high ethical standards, and comply with all regulations / applicable laws, especially with respect to safety.

KEY JOB REQUIREMENTS:

The key management priorities for the role:

• Ensuring customer satisfaction through high quality service levels and execution

• Address customer and employee satisfaction issues promptly

• Execution of field service (repair and maintenance).

• Manage service schedules to ensure customer satisfaction and appropriate levels of staff utilization

• Key performance indicators:

  • Regional Service Sales & Gross Margin

  • Operational Costs

  • Personnel Utilization

  • Customer satisfaction / retention

  • First time fix rate

  • Time to order / Invoice

The tasks and responsibilities for the role include: 

• Ensure adherence with all company policies, practices and procedure.      

• Ensure timely completion of service work and invoicing in accordance with ERP system.

• Human resource management – Ensuring adherence with company policies, managing employee leave, welfare, office facilities, etc.

• Manage local financial requirements; on-time billing of service, expense report approvals, etc.

• Ensure implementation of and compliance with all HSE requirements.

• Ensure that staff receive adequate training and expose to group know how.

Communication requirements for the role: 

• Internal Customers: Employees, Head of Service Branch, Service Sales, Service Support, Service Execution, Shared Services, Hygiene Sales, Technical Support, Logistics

• External Customers: All Customers including Key Customers, Consultants, Service Providers etc.

• Type of Communication: Proposals, Quotes, Letters, Memorandums, Electronic Communications etc.

• B.S. or equivalent degree in related field.                             

• Minimum five years in field service management and customer service.

• Experience and demonstrated success in field service management. 

• Good written and verbal communication skills, well-developed interpersonal, problem solving and decision-making skills.

• Good managerial and supervisory abilities, strong organizational skills.

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.

Please note: This position is based in the United States and does not offer visa or work sponsorship. Applicants must be authorized to work in the U.S. without current or future sponsorship.

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