Director, Service

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

THE COMPANY

Fluid Management, Inc., a Unit of IDEX Corporation, is the leading global manufacturer of precision dispensing and mixing equipment for the architectural paint, coatings, personal care, cosmetics, and food and beverage industries.  Fluid Management has created a global product development environment through strategic growth initiatives.  By leveraging our 80+ years of expertise and passion, Fluid Management delivers unequaled product innovation.

From initial design to equipment selection, delivery and after-sales service, Fluid Management strives for close teamwork with its customers, delivering high-quality, easy-to-operate products for every size and type of operation.

SUMMARY OF PRIMARY FUNCTION

The purpose of the Director of Service - Americas is to lead and provide exceptional field execution, technical support and customer experiences while driving operational excellence including Safety, Quality, Delivery and Cost with the deployment of Fluid Management Services and Aftermarket products. The Director of Service, Americas must be a customer focused people leader who fosters a positive “team before self” work environment which is highly productive and efficiency focused. This position will be responsible for managing the strategic relationships with Fluid Management key customers and service partners in addition to developing and fostering a strong and frictionless service fulfillment system that evolves Fluid Management service solutions as a value add differentiator for our customers.

SPECIFIC RESPONSIBILITIES

• Responsible for profitably expanding our service offerings including Preventative Maintenance and Extended Warranty programs, installations, billables (non-warranty repairs), FM Academy, Refurbishment program, and spare parts pricing and management.
• Deliver account specific strategic growth plans as well as identify new growth opportunities within service.
• Partner with Latin American sales to understand regional requirements and develop/execute initiatives in support of these needs.
• Responsible for the leadership of Regional Service Managers (RSM), Customer Solutions Representatives as well as Technical Support Representatives to deliver operational excellence, customer satisfaction, and aftermarket growth
• Champion strategic continuous improvement initiatives and establish KPI’s which will drive the service team’s efficiency and effectiveness while creating a solid support foundation
• Coordination and implementation of systems to drive automation and promote improved service levels with our top customers including implementation of D365.
• Partner with Engineering, Product Management, and Sales to understand customer needs – both internally and externally and develop/execute service initiatives to support these needs
• Champion collection of enhanced quality data related to issues and work with various disciplines to determine root cause before ensuring 100% deployment of the resolution
• Develop, expand footprint, and grow partnerships with FM Direct Authorized Service Centers that result in healthy, long-term strategic partnerships
• Drive successful service execution with scalable teams for variable service demand activities and large project rollouts
• Deliver superior service quality that results in superior customer satisfaction
• Forecast and monitor annual service team budgets
• Own the impact of the service organization as it relates to Daily Management, KPI’s, Goal Deployment, and Strategic Planning
• Understand potential synergies between functions of service and its relation to Core Business growth, Service Model Expansion, Innovation / Process Muscle Improvements and Cost Reductions
• Management (including performance management, career development, hiring, team building and engagement) of all Service team members.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to en