Hiring: Director of Customer Service Company: RedBalloon Location: Peoria, IL Job Posted Time: 2026-09-03 10:33:39 Employment Type: Contract / On-site About the job Required Skills: •A system doesn't stop mattering the day it ships — for the pharmaceutical manufacturers who run Rheo's equipment, the relationship is just getting started. 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. •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 •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 Qualifications: •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 •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 Compensation: •$150,000 - $180,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!