Field Service Team Lead - Northeast

GEA is a global engineering group supplying process technology and components for sophisticated production processes in the food and dairy industry, as well as various other end-user markets. With a commitment to excellence and innovation, we aim to provide world-class support and guidance to our clients.

We are seeking a highly motivated and experienced Regional Team Lead to oversee our field service operations in the USA. The successful candidate will be responsible for leading and directing the day-to-day activities of our field service teams, ensuring the highest standard of service delivery, customer satisfaction, and operational excellence.

Responsibilities / Tasks

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

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

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

Your Profile / Qualifications

• 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         
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