GEA is one of the world’s largest systems suppliers for the food, beverage and pharmaceutical sectors. Our portfolio includes machinery and plants as well as advanced process technology, components and comprehensive services. Guided by a strong sense of purpose, our more than 18,000 dedicated employees work to enhance the sustainability and efficiency of production processes globally.
Responsibilities / Tasks
Role Overview:
This role will be responsible for leading and managing all aspects of customer support, installation and commissioning (I&C), administration, field service, projects, and technical support within the organisation. This role requires a strong customer-centric approach to ensure high levels of satisfaction among existing and new customers. The individual will drive service excellence, uphold GEA's standards, and contribute to the company’s strategic growth.
Experience, with a minimum of 5 years in GEA markets or a comparable environment, is essential.
Key Responsibilities
Leadership & Team Management:
- Direct and oversee all areas of customer support, I&C, administration, field service, projects, and technical support.
- Manage and develop a skilled and motivated service team, ensuring high standards of customer satisfaction.
- Advocate for customer-centricity and foster a culture of service excellence throughout the organisation.
- Coordinate HR activities for the service team, including leave management, compliance with company standards, training, and team development.
- Build a pipeline for talent development and future succession planning within the team.
Customer Engagement & Business Development
- Maintain and grow relationships with existing customers, directly or through the service team, to achieve high satisfaction levels.
- Develop and execute strategic plans for key customer engagement and segmentation.
- Identify and pursue business opportunities with potential customers, working in alignment with GEA's sales and service sales teams.
- Act as a strong advocate for GEA service products, promoting solutions that enhance customer productivity and satisfaction.
Sales & Financial Management
- Deliver the full range of GEA service products, working closely with the service sales team to drive revenue growth.
- Achieve or exceed the annual budget, managing full Profit & Loss (P&L) responsibilities.
- Improve margins in accordance with GEA’s Gross Margin (GM) guidelines.
- Oversee financial aspects including forecasts, revenue, expenses, debtors/creditors, and other related financial matters.
Project & Technical Support Management
- Lead the execution of projects and installations, ensuring timelines, resources, and costs are managed effectively.
- Provide effective technical support to address customer issues promptly and professionally.
- Oversee commercial proposals, ensuring that project costs are managed efficiently and meet commercial expectations.
- Engage with internal teams, factory contacts, third-party suppliers, and contractors to ensure successful project and service delivery.
Quality, Safety & Compliance
- Create and sustain a safety-focused culture within the organisation, ensuring compliance with GEA’s Quality, Safety, Health, and Environment (QSHE) standards.
- Manage the implementation, monitoring, and enforcement of QSHE requirements, adhering to company policies.
- Ensure all customer, procurement, and quotation data is handled according to GEA’s governance and compliance standards.
Strategic Planning & Market Analysis
- Develop and maintain a strategic business plan for the Service division, tracked through OKRs/KPIs.
- Identify areas for future growth opportunities for GEA products, including cross-selling opportunities for EFT, Bakery, Utilities, and FAS segments.
- Keep GEA informed of relevant competitor or market trends that may impact the business.
- Cultivate and manage relationships with third-party equipment suppliers within defined risk boundaries.
Collaboration & Communication
- Attend and actively contribute to key meetings, including Leadership, Sales, Projects, and QSHE sessions.
- Ensure seamless communication with sales and project teams, promoting a strong "One Team" ethos to support company goals.
- Network effectively to build strong relationships with internal and external stakeholders.
Service Excellence & Development
- Champion service excellence across the UK and Ireland, continually striving for improvement.
- Review and adjust out-of-hours service as needed to meet business demands.
- Identify training needs for the service and admin teams, ensuring they are up to date on product knowledge, commercial skills, QSHE requirements, and communication abilities.
Your Profile / Qualifications
- Qualified Service Management Specialist with a strong foundation in business management or technical expertise, ideally supported by a relevant degree or technical qualification. Professional certification in technical services or demonstrable experience, with a minimum of 5 years in GEA markets or a comparable environment, is essential.
- Effective time management and organisational skills - Ability to balance competing priorities to meet business demands and achieve budgetary goals.
- Strong customer service and negotiation abilities - Expertise in managing challenging customers and negotiating costs effectively.
- Ability to conduct detailed cost and margin analyses - Proficiency in conducting detailed analyses to maintain margins and resolve factory issues.
- Skilled in change management and improving service efficiencies - Skilled in driving change initiatives and improving team efficiencies to enhance service quality.
- Proficiency in CRM, Outlook, MS Teams, Excel, and PowerPoint
- Strategic thinking and innovation - Ability to develop and implement innovative strategies to enhance service offerings and drive business growth.
Did we spark your interest?
Then please click apply above to access our guided application process.
