Director of Service & Technical

Overview ... At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business. Our purpose is to fortify the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT to partner with our customers and pioneer sustainable innovation. Our values show who we are at our best. As we Serve with Integrity - Collaborate with Humility - Grow with Agility - Innovate with Impact. The Opportunity ... The Director of Service and Technical Operations serves as the leader for the Service operations in North America. This role requires a seasoned leader with technical expertise and strong managerial skills to manage service delivery teams, drive technical innovation, and ensure customer satisfaction. This role involves :

• Overseeing the coordination of the field service team through the Service Expert Leads and Technical Customer Care Coordinators.
• Providing support during critical customer situations and managing customer complaints effectively.
• Lead the field service organization in North America across all product lines, promoting efficiency, training and skill assessments, technician protocols and activities and ensuring all customer needs are met.
• Build standard field operations procedures, evaluate repair procedures, promote safety and best practices, lead efficiency and cross training of technicians.
• Responsible for driving technical excellence, innovation, and efficiency within the department.
• Serve a liaison with cross-functional teams to deliver top-tier technical solutions and service providing strategic planning, technical oversight, and collaboration. Reporting to the Director of Service and Technical Operations : Field Service Managers, Technical Director, Aftermarket Engineer and two support roles. Major Responsibility Area #1 : Service Operations Leadership Team Coordination : Lead and coordinate the activities of Service Managers to ensure efficient service delivery. Technical Support : Offer technical guidance and support to the team in addressing complex customer issues and ensuring effective problem resolution, working with the Technical Director and Technical Support teams Resource Allocation : Allocate resources, including personnel and equipment, to meet service requirements and project deadlines. Service Scheduling : Develop and manage service schedules, ensuring timely response to customer requests and minimizing downtime. Quality Control : Maintain high service quality standards, standard field operating procedures, implementing best practices to enhance service excellence. Identify Key Technician Metrics that will drive utilization and efficiency of the field TechForce, driving change down through the Service Managers and Technicians. Major Responsibility Area #2 : Customer Criticality Support Critical Situation Handling : Act as the primary point of contact and leader in resolving critical customer situations, ensuring a rapid and effective response. Emergency Response : Mobilize resources and coordinate emergency response efforts when customer criticality arises, prioritizing safety and timely solutions. Technical Expertise : Utilize technical expertise to guide teams in diagnosing and addressing critical issues, minimizing customer downtime. Communication : Maintain transparent and open communication with customers during critical situations, providing regular updates and solutions. Complaint Resolution : Manage and address customer complaints promptly and effectively, striving for satisfactory resolutions. Root Cause Analysis : Conduct root cause analyses of customer complaints, identifying underlying issues and recommending corrective actions. Customer Feedback : Solicit customer feedback on service experiences, using insights to drive continuous improvement efforts. Major Responsibility Area #3 : Service Strategy Develop and execute service strategies aligned with the company's overall business goals. Structure a service reporting procedure consistent across the NA product lines. Directly and indirectly through direct service managers, ride with technicians and evaluate performance and create format for feedback. Create annual technician group meetings to review field process and new updates. Create Technician Council comprised of top technicians in each product line to discuss issues and build winning strategies. Create technician dashboard to track performance of each technician and overall service objectives. Collaborate with VP of Customer Care, Product Line Director, Technical Director, Training Manager, Commercial Director and Installation Manager as the Customer Care Leadership team. Responsible for all recruiting, retention, personnel development for direct reports including safety training and effective use of PPE. Identify gaps in TechForce and react accordingly with solutions and strategies to correct. Major Responsibility Area #4 : Technical Strategy and Leadership Oversee the technical services department, managing installations, maintenance and troubleshooting of products and systems. Define and communicate the technical vision and strategic direction for the Aftermarket Department. Onboard service management system and ancillary service digital products. Technical Roadmap : Develop and execute a technical roadmap aligned with departmental and company objectives. Technical Standards : Establish and enforce technical standards, best practices, and quality assurance processes. Technical Support : Build and execute efficient and effective technical support for customers, resolving complex issues promptly. Service Excellence : Drive a customer-centric approach to service delivery, continuously improving service levels. Technical Training : Develop and implement technical training programs for internal teams and customers as we build a training group outside of this department. Lead technical innovation initiatives to enhance product offerings and improve service efficiency. Project Planning and Project Management : Develop project plans, timelines, and resource allocation strategies to ensure successful project execution. Build out structured PMO and set up guidelines for success. Project Oversight : Monitor project progress, budgets, and technical deliverables, addressing issues as they arise Major Responsibility Area #5 : Financial Develop and manage the departmental budget, ensuring cost-effective operations while maintaining high service standards. Identify opportunities for revenue growth through service offerings and technical support initiatives. Oversee procurement of technical tools, equipment and software to support service and technical operations. Monitor financial performance and implement corrective actions as needed. Core Values and Position Success Factors Core Values : All Employees Core Values : Mgr / Supv (if applicable) Position Success Factors : Mandatory Preferred Self Motivation Holding Others Accountable Organized Personal Accountability Coaching Problem Solver Excellent verbal and written communication skills Empowerment Results oriented Team Skills Strategic Perspective Committed to Quality Detail Oriented POSITION REQUIREMENTS Education Mandatory : Bachelor’s degree in Engineering, Business Management or a related field. Minimum of 7-10 years of experience in technical service or operations roles, with at least 5 years in a leadership position. Proven ability to lead a technical team and manage large-scale projects. Strong understanding of service delivery models. Excellent communication, problem-solving, and customer relationship management skills. Experience with budgeting and financial planning. Preferred : Masters Degree in business, engineering or related field Skills and Experience : Mandatory : Experience in leading large Service Industry operations. Must be able to demonstrate success in managing technician teams and driving results through field metrics. Experience creating service programs for a field-based organization with results. Knowledge of current trends and advancements. Travel Requirements : Flexible as required by business, up to 50% travel. Work Environment and Physical Demands : The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily office environment with visits to customer facilities, exposure to moving equipment, chemicals and noise. This is a Remote role. COMPENSATION RANGE : $180,000-$195,000 Compensation is determined on experience and skill. This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all responsibilities someone in this position may perform. All employees of JBT Marel are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job responsibilities. Why work at JBT ... We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community. We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects. We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth! Benefits : JBT Marel Corporation offers benefits on day 1 of your employment. Including : Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan. Commitment to Diversity : Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative. Equal Opportunity Employment : John Bean Technologies Corporation ("JBT") provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time. JBT will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact Erika Cano at 863-340-9445 or email HR.Lakeland@jbtc.com We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community. We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects. We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth! Benefits : JBT Marel Corporation offers benefits on day 1 of your employment. Including : Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan. Commitment to Diversity : Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative. Equal Opportunity Employment : John Bean Technologies Corporation ("JBT") provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time. JBT will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact Erika Cano at 863-340-9445 or email HR.Lakeland@jbtc.com The Director of Service and Technical Operations serves as the leader for the Service operations in North America. This role requires a seasoned leader with technical expertise and strong managerial skills to manage service delivery teams, drive technical innovation, and ensure customer satisfaction. This role involves :
• Overseeing the coordination of the field service team through the Service Expert Leads and Technical Customer Care Coordinators.
• Providing support during critical customer situations and managing customer complaints effectively.
• Lead the field service organization in North America across all product lines, promoting efficiency, training and skill assessments, technician protocols and activities and ensuring all customer needs are met.
• Build standard field operations procedures, evaluate repair procedures, promote safety and best practices, lead efficiency and cross training of technicians.
• Responsible for driving technical excellence, innovation, and efficiency within the department.
• Serve a liaison with cross-functional teams to deliver top-tier technical solutions and service providing strategic planning, technical oversight, and collaboration. Reporting to the Director of Service and Technical Operations : Field Service Managers, Technical Director, Aftermarket Engineer and two support roles. Major Responsibility Area #1 : Service Operations Leadership Team Coordination : Lead and coordinate the activities of Service Managers to ensure efficient service delivery. Technical Support : Offer technical guidance and support to the team in addressing complex customer issues and ensuring effective problem resolution, working with the Technical Director and Technical Support teams Resource Allocation : Allocate resources, including personnel and equipment, to meet service requirements and project deadlines. Service Scheduling : Develop and manage service schedules, ensuring timely response to customer requests and minimizing downtime. Quality Control : Maintain high service quality standards, standard field operating procedures, implementing best practices to enhance service excellence. Identify Key Technician Metrics that will drive utilization and efficiency of the field TechForce, driving change down through the Service Managers and Technicians. Major Responsibility Area #2 : Customer Criticality Support Critical Situation Handling : Act as the primary point of contact and leader in resolving critical customer situations, ensuring a rapid and effective response. Emergency Response : Mobilize resources and coordinate emergency response efforts when customer criticality arises, prioritizing safety and timely solutions. Technical Expertise : Utilize technical expertise to guide teams in diagnosing and addressing critical issues, minimizing customer downtime. Communication : Maintain transparent and open communication with customers during critical situations, providing regular updates and solutions. Complaint Resolution : Manage and address customer complaints promptly and effectively, striving for satisfactory resolutions. Root Cause Analysis : Conduct root cause analyses of customer complaints, identifying underlying issues and recommending corrective actions. Customer Feedback : Solicit customer feedback on service experiences, using insights to drive continuous improvement efforts. Major Responsibility Area #3 : Service Strategy Develop and execute service strategies aligned with the company's overall business goals. Structure a service reporting procedure consistent across the NA product lines. Directly and indirectly through direct service managers, ride with technicians and evaluate performance and create format for feedback. Create annual technician group meetings to review field process and new updates. Create Technician Council comprised of top technicians in each product line to discuss issues and build winning strategies. Create technician dashboard to track performance of each technician and overall service objectives. Collaborate with VP of Customer Care, Product Line Director, Technical Director, Training Manager, Commercial Director and Installation Manager as the Customer Care Leadership team. Responsible for all recruiting, retention, personnel development for direct reports including safety training and effective use of PPE. Identify gaps in TechForce and react accordingly with solutions and strategies to correct. Major Responsibility Area #4 : Technical Strategy and Leadership Oversee the technical services department, managing installations, maintenance and troubleshooting of products and systems. Define and communicate the technical vision and strategic direction for the Aftermarket Department. Onboard service management system and ancillary service digital products. Technical Roadmap : Develop and execute a technical roadmap aligned with departmental and company objectives. Technical Standards : Establish and enforce technical standards, best practices, and quality assurance processes. Technical Support : Build and execute efficient and effective technical support for customers, resolving complex issues promptly. Service Excellence : Drive a customer-centric approach to service delivery, continuously improving service levels. Technical Training : Develop and implement technical training programs for internal teams and customers as we build a training group outside of this department. Lead technical innovation initiatives to enhance product offerings and improve service efficiency. Project Planning and Project Management : Develop project plans, timelines, and resource allocation strategies to ensure successful project execution. Build out structured PMO and set up guidelines for success. Project Oversight : Monitor project progress, budgets, and technical deliverables, addressing issues as they arise Major Responsibility Area #5 : Financial Develop and manage the departmental budget, ensuring cost-effective operations while maintaining high service standards. Identify opportunities for revenue growth through service offerings and technical support initiatives. Oversee procurement of technical tools, equipment and software to support service and technical operations. Monitor financial performance and implement corrective actions as needed. Core Values and Position Success Factors Core Values : All Employees Core Values : Mgr / Supv (if applicable) Position Success Factors : Mandatory Preferred Self Motivation Holding Others Accountable Organized Personal Accountability Coaching Problem Solver Excellent verbal and written communication skills Empowerment Results oriented Team Skills Strategic Perspective Committed to Quality Detail Oriented POSITION REQUIREMENTS Education Mandatory : Bachelor’s degree in Engineering, Business Management or a related field. Minimum of 7-10 years of experience in technical service or operations roles, with at least 5 years in a leadership position. Proven ability to lead a technical team and manage large-scale projects. Strong understanding of service delivery models. Excellent communication, problem-solving, and customer relationship management skills. Experience with budgeting and financial planning. Preferred : Masters Degree in business, engineering or related field Skills and Experience : Mandatory : Experience in leading large Service Industry operations. Must be able to demonstrate success in managing technician teams and driving results through field metrics. Experience creating service programs for a field-based organization with results. Knowledge of current trends and advancements. Travel Requirements : Flexible as required by business, up to 50% travel. Work Environment and Physical Demands : The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily office environment with visits to customer facilities, exposure to moving equipment, chemicals and noise. This is a Remote role. COMPENSATION RANGE : $180,000-$195,000 Compensation is determined on experience and skill. This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all responsibilities someone in this position may perform. All employees of JBT Marel are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job responsibilities.

Salary : $180,000 - $195,000