Sr. Manager/Director of Customer Service

Philadelphia, PA
Posted 1 month ago

Sr. Mgr / Dir of Customer Service

Philadelphia, PA

Who We Are:  Gemini delivers solutions through automated equipment and integrated systems to the Commercial and Industrial Baking industry as well as Ingredient Handling systems to the food industry.  Our teams are passionate about delivering world class products and service to our customers through design, manufacturing, and technical support. We believe in fostering lasting relationships and creating innovative solutions so our customers can focus on feeding families.

What is the Role: As Sr. Mgr / Director of Customer Service, you will support strategic priorities with overall leadership of the organization’s Customer Service department.  As part, you will provide leadership and oversee the daily activities of both the Technical Service and Parts Sales groups while providing outstanding after sales service to our customers.  You will lead efforts to optimize the current Service functions as well as to implement additional opportunities to grow the department and further support our customer base.  We are looking for a leader that thrives on collaboration and the pursuit of excellence.

Who You Are:

  • You are considered a mentor and someone that excels in the development of the technical and leadership skills of your team members
  • You are a strategic thinker that can build and optimize systems which provide continually improving results
  • You lead by example as a great collaborator and a two-way communicator to all stakeholders
  • You possess excellent critical thinking and problem-solving skills
  • You can demonstrate a history of success with implementing improvements to policies and procedures which improved efficiency of your department

What You Bring:

  • Bachelor’s Degree in Engineering, Technical Management or Business Administration (or similar)
  • 5-10 years of experience in Customer Service Management in a capital equipment or industrial manufacturing environment
  • Direct experience leading and managing a team of technicians and/or engineers

What Else Would Be Helpful:

  • Experience with capital equipment installations
  • Experience handling Parts and Service warranties
  • Experience with Electro-Mechanical Systems
  • Experience working with Engineers of various disciplines
  • Knowledge of CAD systems such as SolidWorks and/or AutoCAD

What’s In It for You: 

  • Hybrid Work Environment (typical week is 40-60% remote) – This role will lead service technicians in remote locations
  • 401k Matching
  • Health, Vision, and Dental benefits
  • Voluntary Life Insurance for Employee and Spouse
  • Voluntary Long Term Disability Insurance
  • Gemini Cares Program (matches donations for employee nominated charities each quarter)

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