BU HOM Service Business Development: Technical Service Support

at  GEA Group

BU HOM SERVICE BUSINESS DEVELOPMENT: TECHNICAL SERVICE SUPPORT

GEA is one of the largest suppliers for the food and beverage processing industry and a wide range of other process industries. Approximately 18,000 employees in more than 60 countries contribute significantly to GEA’s success – come and join them! We offer interesting and challenging tasks, a positive working environment in international teams and opportunities for personal development and growth in a global company.
Why join GEA

SITE

Via La Spezia 218, 43126 Parma PR
Here in GEA Mechanical Equipment Italy, as head quarter of Business unit Homogenizer in the Division Separation and Flow Technologies of GEA, we are looking for a motivated candidate as part of the growing team of Service Business Development. Service is gaining importance year after year, and the Service org is a continuous evolving organization that adapt itself to ensure best customer experience. For maintaining leadership in the market and the very strong position to the competition, GEA Service is running its transformation to a relationship-based Service: Service Business Development office is the key for leading to a more sophisticated Service Portfolio, adding and develop especially remote support and all the new business models around that, to reach best in class Technical Service Support. We are looking for open minded and engaged people that want to guide this evolution with us, contributing to stimulate the environment with ideas and dedication. Main work location is Parma, with necessity to travel globally following the role needs.
Your responsibilities and tasks:

Fundamental Tasks

• Ensuring 2nd and 3rd level technical assistance towards the local Service organization
• Provides guidelines, new operating standards and Service procedures to local Service teams to ensure the best possible technical service to end customers
• Operates as entry point for technical claims and complaints, monitors requests for technical assistance and initiates corrective actions through tickets from CRM (C4C).
• Troubleshooting and providing technical solutions to problems that emerged during the life cycle of the machines
• Managing the Service Product Portfolio focused on Remote Services
• BU HOM Service Strategy Deployment towards R&C‘s
• Delivering transparent and effective Monitoring and Reporting towards superiors

Service Product Portfolio Support Tasks

• Supporting the development of the Service Portfolio ensuring that is continuously in line with customer demands and needs, leading to effective growth for GEA
• Contribute to the development of the GEA SFT Global Remote Network and all the related products
• Supporting the continuous development of digital service products and business models, especially focused on Predictive maintenance
• Interacts with other GEA Divisions, external parties where needed to support GEA Initiatives.

Service Product specific Tasks

• Managing Remote Support Service products for the respective Business Unit Equipment
• Develop predictive maintenance concept for BU HOM equipment
• Involving all required parties to establish an effective Product Ideation and Business Plan

Communication

• Regular coordination with all relevant internal departments as well as the R&C’s
• Regular coordination with all relevant Service Management levels within the BU and Division
• General upkeeping of good communication practice to all contact points in an effort to drive business and secure success

Your profile and qualifications:

• Studies in the field of industrial engineering / mechanical engineering / computer science with appropriate knowledge or a comparable qualification
• Help Desk experience (preferred)
• Ability to read and interpret technical drawings (mechanical and possibly electrical diagrams), use and maintenance manuals and spare parts manuals
• Vibrations analysis certification is appreciated
• In depth insight of the Homogenizer related Products and Markets – preferably other GEA Equipment (preferred)
• The ability to steer initiatives and projects autonomously, motivating individuals to contribute
• Customer orientation
• Knowledge of SAP is appreciated
• Availability to travel (mainly abroad) for approximately 30% of the annual working time
• Fluent in English

Fundamental Tasks

• Ensuring 2nd and 3rd level technical assistance towards the local Service organization
• Provides guidelines, new operating standards and Service procedures to local Service teams to ensure the best possible technical service to end customers
• Operates as entry point for technical claims and complaints, monitors requests for technical assistance and initiates corrective actions through tickets from CRM (C4C).
• Troubleshooting and providing technical solutions to problems that emerged during the life cycle of the machines
• Managing the Service Product Portfolio focused on Remote Services
• BU HOM Service Strategy Deployment towards R&C‘s
• Delivering transparent and effective Monitoring and Reporting towards superior

Service Product Portfolio Support Tasks

• Supporting the development of the Service Portfolio ensuring that is continuously in line with customer demands and needs, leading to effective growth for GEA
• Contribute to the development of the GEA SFT Global Remote Network and all the related products
• Supporting the continuous development of digital service products and business models, especially focused on Predictive maintenance
• Interacts with other GEA Divisions, external parties where needed to support GEA Initiatives

Service Product specific Tasks

• Managing Remote Support Service products for the respective Business Unit Equipment
• Develop predictive maintenance concept for BU HOM equipment
• Involving all required parties to establish an effective Product Ideation and Business Pla