Service Support Specialist

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.

Responsibilities / Tasks

• Start strong – Medical, dental, and vision coverage begins on your first day

• Recharge and refresh – Enjoy 12 paid holidays, including a flexible floating holiday, and 136 hours of PTO to relax or explore

• Invest in your future – A 7% 401(k) employer match helps grow your retirement savings faster

• Keep learning – Take advantage of tuition reimbursement to further your education or skillset

• Live well – Our wellness incentive program rewards healthy habits

• Get support when you need it – Access to a confidential Employee Assistance Program for personal or professional guidance

• Save smart – Flexible Health Savings and Spending Accounts to manage out-of-pocket expenses

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. 

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.

Your Profile / Qualifications

Profile And Qualifications:

• Bachelor’s degree or technical certification preferred, commensurate experience in technical business operations can be substituted.

• 5+ years relevant in service coordination required.

• Experience in ERP systems, preferably in Axapta AX6.

• Experience with SAP Field Service Management preferred.

• Effective team player

• Basic math skills

• Comprehension of safety rules

The typical base pay range for this position at the start of employment is expected to be between $32.00 - $36.00 per hour.  GEA Group has different base pay ranges for different work locations within the United States.

The pay range is not a guarantee of compensation or salary.  The estimated range is the budgeted amount for the position. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job-related reasons.  You may be eligible for additional rewards, such as discretionary bonus (based on eligibility) and/or equity awards.

Please note: This position is based in the United States and does not offer visa or work sponsorship. Applicants must be authorized to work in the U.S. without current or future sponsorship.

GEA is an equal opportunity employer. Applicants will therefore receive consideration for employment without regard to age, sex, race, color, religion, world view, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. Applicants with disabilities are welcome and will be given special consideration if they are equally qualified.

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