Job Description

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

THE COMPANY

Fluid Management, Inc., a Unit of IDEX Corporation, is the leading global manufacturer of precision dispensing and mixing equipment for the architectural paint, coatings, personal care, cosmetics, and food and beverage industries. Fluid Management has created a global product development environment through strategic growth initiatives. By leveraging our 80+ years of expertise and passion, Fluid Management delivers unequaled product innovation.

From initial design to equipment selection, delivery and after-sales service, Fluid Management strives for close teamwork with its customers, delivering high-quality, easy-to-operate products for every size and type of operation.

SUMMARY OF PRIMARY FUNCTION

The purpose of the Director of Service - Americas is to lead and provide exceptional field execution, technical support and customer experiences while driving operational excellence including Safety, Quality, Delivery and Cost with the deployment of Fluid Management Services and Aftermarket products. The Director of Service, Americas must be a customer focused people leader who fosters a positive “team before self” work environment which is highly productive and efficiency focused. This position will be responsible for managing the strategic relationships with Fluid Management key customers and service partners in addition to developing and fostering a strong and frictionless service fulfillment system that evolves Fluid Management service solutions as a value add differentiator for our customers.

SPECIFIC RESPONSIBILITIES

• Responsible for profitably expanding our service offerings including Preventative Maintenance and Extended Warranty programs, installations, billables (non-warranty repairs), FM Academy, Refurbishment program, and spare parts pricing and management.
• Deliver account specific strategic growth plans as well as identify new growth opportunities within service.
• Partner with Latin American sales to understand regional requirements and develop/execute initiatives in support of these needs.
• Responsible for the leadership of Regional Service Managers (RSM), Customer Solutions Representatives as well as Technical Support Representatives to deliver operational excellence, customer satisfaction, and aftermarket growth
• Champion strategic continuous improvement initiatives and establish KPI’s which will drive the service team’s efficiency and effectiveness while creating a solid support foundation
• Coordination and implementation of systems to drive automation and promote improved service levels with our top customers including implementation of D365.
• Partner with Engineering, Product Management, and Sales to understand customer needs – both internally and externally and develop/execute service initiatives to support these needs
• Champion collection of enhanced quality data related to issues and work with various disciplines to determine root cause before ensuring 100% deployment of the resolution
• Develop, expand footprint, and grow partnerships with FM Direct Authorized Service Centers that result in healthy, long-term strategic partnerships
• Drive successful service execution with scalable teams for variable service demand activities and large project rollouts
• Deliver superior service quality that results in superior customer satisfaction
• Forecast and monitor annual service team budgets
• Own the impact of the service organization as it relates to Daily Management, KPI’s, Goal Deployment, and Strategic Planning
• Understand potential synergies between functions of service and its relation to Core Business growth, Service Model Expansion, Innovation / Process Muscle Improvements and Cost Reductions
• Management (including performance management, career development, hiring, team building and engagement) of all Service team members.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE/KNOWLEDGE

• Bachelor degree in business or related field
• MBA preferred
• 10+ years of progressive experience in service related fields
• 5+ years of team leadership experience (in-person and/or remote)
• Continuous improvement and process driven mindset
• Customer service and quality assurance experience
• Proven track record of driving operational excellence in a service environment – Safety, Quality, Delivery, Cost
• Highly adaptable and forward-thinking

• Must possess excellent communication, planning, negotiating, troubleshooting, organizational, and interpersonal skills
• Based out of Wheeling, IL
• Travel up to 25% of the time

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $110,000.00 - $165,000.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.