Service Support Specialist

GEA • Pasadena, TX

5d • $32 - $36

About The Position

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 5 to over 11+ years, reflecting the strong culture, growth opportunities, and support we provide. GEA Group, located in Pasadena, TX, is searching for a Service Support Specialist to join our Service Team! The Service Support Specialist prepares and maintains field service technicians work schedules, establishes a scope of work for the technician to complete while on site, assemblies/dispatches all necessary material for scope, provides quotations, invoices, and works with technicians on the retrieval of work reports, as well as prepares and maintains compressor logs, machine repair, quotations, and develops and maintains a standardized filing system.

Requirements

• 5+ years relevant in service coordination required.
• Experience in ERP systems, preferably in Axapta AX6.
• Effective team player
• Basic math skills
• Comprehension of safety rules
• Applicants must be authorized to work in the U.S. without current or future sponsorship.

Nice To Haves

• Bachelor’s degree or technical certification preferred, commensurate experience in technical business operations can be substituted.
• Experience with SAP Field Service Management preferred.

Responsibilities

• Communicates with external customers to understand customer needs/expectations, establish a scope of work, and provide quotation.
• Work with customer through work completion and ensure scope modifications are accounted for and quoted.
• Act as the key point of contact in assigned region for field service quoting, scheduling, and dispatching of personnel.
• Create and maintain field service order data in the CRM and ERP (AX6) system
• Responsible to create/modify/review field service calls in AX6 including parts ordering, activity creation, expense approving, invoicing, and closing.
• Prepares and maintains compressor logs, machine repair, remanufactured compressors, and warranty compressors with cooperation of rebuild shop lead.
• Organizes and files job documents, build sheets, modification sheets, inspection records, etc.
• Prepares estimates, quotes and customer correspondence at the direction of the service manager and/or with cooperation of the rebuild shop lead person.
• Service call management via the creation of quotations or inputting job details and processing purchase orders, work orders, job bills, or invoices.
• Prepare the service call for closure with a part audit.
• Close service call when appropriate in the ERP system.
• Processes mail for the department.
• Maintains inventory of office.
• Maintains service supplies for the department with cooperation of the rebuild shop lead.
• Support the operational finance team with account invoice resolution and collection activities.
• Follow up and understand customer needs through proactive continuous customer diagnosis.
• Communicate, train, and ensure adherence to the departmental procedures for the service coordinator team
• Assist with field service and workshop order management and forecasting reports for service management. This includes weekly and monthly backlog order and utilization reporting for the service branch office
• Assist with creating and updating work procedures and process improvements based on customer and company feedback to achieve service excellence.
• Ensure and achieve high level (above 80%) of customer satisfaction and net promotor score results (above 80%) from field service or workshop repair customer surveys.
• Performs other duties, and office management, as assigned.

Benefits

• Medical, dental, and vision coverage begins on your first day
• Enjoy 12 paid holidays , including a flexible floating holiday, and 136 hours of PTO to relax or explore
• A 7% 401(k) employer match helps grow your retirement savings faster
• Take advantage of tuition reimbursement to further your education or skillset
• Our wellness incentive program rewards healthy habits
• Access to a confidential Employee Assistance Program for personal or professional guidance
• Flexible Health Savings and Spending Accounts to manage out-of-pocket expenses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level