Director of Customer Service

RedBalloon; Peoria (IL); On-site; USD 150,000 - 180,000; Full time

Job summary

Rheo Engineering, an innovator in powder handling equipment for the pharmaceutical industry, seeks a Director of Customer Service to grow the existing Care function into a full service business unit. You will oversee field service, spare parts, service agreements, and training while aligning with Engineering, Quality, and Product Management.

You will build a GMP-fluent field service team, scale service offerings, and drive a customer-centric culture.

Qualifications

• : Bachelor's degree required; engineering, business, or a technical discipline preferred, or equivalent experience
• comprehensive leadership experience in aftermarket field service or customer support for installed capital equipment with performance accountability
• 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
• Proficiency in Microsoft Office programs (Word, Excel, Teams, PowerPoint, Outlook)
• Comfort with service-management, CRM, and reporting/dashboard tools to manage performance
• 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
• Experience serving pharmaceutical, life-sciences, or GMP manufacturing environments with capital equipment
• Experience standing up or expanding a service organization or service line
• Familiarity with powder handling, containment, or related process equipment
• Experience delivering customer training programs for technical equipment

Responsibilities

• 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 ownership, responsiveness, and follow-through
• 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
• 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

Skills

Leadership

Field service ops

Team development

Service agreements

Customer focus

CRM systems

MS Office

Communication

Scaling

Education

Bachelor's degree

Tools

CRM systems

Service-management software

Microsoft Office

Job description

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