Director of Customer Service

What You'll Do Company: Rheo Engineering Job Summary Compensation: $150,000 - $180,000 Reports To: Chief Commercial Officer A system doesn't stop mattering the day it ships - for the pharmaceutical manufacturers who run Rheo's equipment, the relationship is just starting. If leading the team that turns every sale into a lasting partnership sounds like your kind of ownership, keep reading. Rheo Engineering designs and builds advanced powder handling equipment for the pharmaceutical industry - equipment used in the direct manufacture of life-saving medicine. As Director of Customer Service, you'll grow Rheo's established Customer Care function into a full Service business unit - field service, spare parts, service agreements, and training. Responsibilities What You'll Do Supervisory Scale the Service organization - field service technicians, service coordination, and spare-parts and documentation expertise - to grow effectively with the installed base Build a GMP-fluent field service team for on-site installation, commissioning, maintenance, and rapid response Recruit, develop, and retain a team that treats customer outcomes as the scorecard, fostering a culture of ownership, responsiveness, and follow-through Non-Supervisory Deliver a smooth installation, commissioning, and startup, with a clear point of contact from day one Own every service case from open to close, with clear ownership, committed timelines, and proactive communication Resolve complaints and warranties with urgency, transparency, and fairness Champion the voice of the customer inside Rheo - feeding field experience back to Engineering, Quality, and Product Management to make every next system better Manage and scale Rheo's annual service-agreement offering - preventive maintenance, priority response, and support tiers Manage a warm, repeatable system-turnover process with the project organization Maintain a complete view of the installed base so Rheo reaches out to customers proactively - anticipating maintenance needs, parts requirements, and end-of-life planning Lead and scale the spare-parts capability - stocking strategy, service kits, and deep technical parts expertise Own as-built and service documentation quality Lead and maintain the training program that certifies Rheo technicians on Rheo and OEM partner equipment, and offers customers operator, maintenance, and train-the-trainer programs Make customers confident, self-sufficient operators - reducing downtime and deepening the partnership Own the business unit's plan and performance, growing at a sustainable pace aligned with demand Set fair, sustainable pricing for labor, parts, and agreements Lead the custom-modification and small custom-product offering - field mods, upgrades, and adapters Coordinate field scheduling, installation handoffs, and parts flow with Operations, and report Service performance to senior leadership on a regular cadence What Success Looks Like Customers name Rheo's service as a reason they buy again - responsive, transparent, and committed for the life of the system Every service commitment is kept - named owners, committed dates, proactive updates, nothing goes quiet A growing share of the installed base is under a service agreement, with customers choosing proactive care because the offering earns it A GMP-fluent field service team supports installation, commissioning, and maintenance, scaling with the installed base, with system turnover flowing seamlessly into a supported relationship The service business is healthy and growing, with field insight feeding better products and documentation Qualifications What We're Looking For Experience Bachelor's degree required; engineering, business, or a technical discipline preferred, or equivalent experience Leadership experience in an aftermarket, field service, or customer support organization serving installed capital equipment, with accountability for the performance of the service business Hands-on experience running field-service operations - technicians, scheduling and dispatch, work-order management, and service-level performance Demonstrated success building or growing a service-agreement, maintenance-contract, or similar recurring service offering Track record of building and developing teams through a period of growth Software Proficiency in Microsoft Office programs (Word, Excel, Teams, PowerPoint, Outlook) Comfort with service-management, CRM, and reporting/dashboard tools to manage performance Traits Customer-First Orientation - treats customer outcomes as the scorecard and builds an organization around transparency and responsiveness Commercial & Financial Fluency - translates a service strategy into a sustainable business plan Excellent Communicator - collaborates effectively across Sales, Operations, Engineering, Quality, and project teams Comfort with Scaling - builds structure and discipline while keeping customers served every day Values Alignment Initiative: instinct for taking action to improve, solve, and deliver. Collaboration: proactive communication with your stakeholders. Competence: ability to do your job well. Reliability: persistent follow-through on commitments. Bold Humility: courage to speak, act, and listen without arrogance. Preferred Qualifications Experience serving pharmaceutical, life-sciences, or other regulated (GMP) manufacturers with capital equipment or single-use/disposables products Experience standing up or significantly expanding a service organization or service line Familiarity with powder handling, containment, single-use systems, or adjacent process equipment Experience delivering customer training programs for technical equipment #J-18808-Ljbffr