Head of Service

Join Packfeeder as our Head of Service! Lead our team in delivering top-notch technical support and after-sales service for our innovative packaging machinery. You'll drive efficient maintenance, troubleshooting, and customer satisfaction. If you're ready to make an impact, we want you!

Company Overview

Packfeeder is a leading provider of automated packaging solutions, specializing in the design, manufacturing, and maintenance of feeding systems for the Food, Pharmaceutical, Cosmetics, and Personal Care industries. We are committed to delivering high-quality products and exceptional customer service, ensuring our clients receive efficient and reliable packaging solutions tailored to their needs.

Job Overview

As the Head of Service, you will be responsible for overseeing the Service department, managing a team of highly skilled technicians, and ensuring the successful testing, commissioning, and maintenance of our advanced packaging machinery. Reporting to the Service Manager, you will play a key role in driving customer satisfaction, optimizing service operations, and supporting our mission to deliver cutting-edge packaging solutions.

Key Responsibilities

• Supervise, guide, and coordinate the SAT and Back Office technical team, ensuring alignment with the company's strategic objectives.
• Oversee service appointments, correctly assign tasks to technicians, and ensure efficient and timely service delivery.
• Schedule and allocate resources, managing team schedules and workloads equitably and efficiently.
• Organize training programs to enhance the team's skills and knowledge.
• Keep staff updated on new procedures, tools, and relevant technologies.
• Build strong relationships with clients, ensuring they feel valued and managing expectations to improve customer satisfaction.
• Manage customer satisfaction through surveys, calls, or follow-up visits after service completion.
• Handle customer complaints and issues correctly and professionally, always seeking a satisfactory resolution.
• Monitor and improve the quality of service provided, ensuring compliance with established standards.
• Track key performance indicators (KPIs) to evaluate the effectiveness and efficiency of services.
• Ensure timely delivery and minimize delays whenever possible.
• Analyze service delivery processes and continuously seek ways to improve efficiency and reduce costs.
• Implement service procedure improvements to optimize the customer experience and operational effectiveness.
• Ensure the team has sufficient resources to meet service demands.
• Ensure efficient resource allocation and manage any necessary adjustments to meet operational and customer needs.

Education

• Bachelor's degree in Engineering, business administration, Logistics, or a related field.
• Is a plus: Master’s Project Management (PMP certification)

Experience

• More than 5 years of experience in packaging or industrial machinery.

Skills:

• Spanish and English Advance.

• Utilize Jira Ticket to track customer interactions and monitor service performance.
• Advanced technical knowledge: Must have a solid technical understanding of industrial machinery, especially in the packaging sector, in order to effectively manage after-sales service and ensure proper customer support.
• Experience in after-sales service: Previous experience leading technical service teams is essential, with a focus on customer support, maintenance, troubleshooting, and technical assistance.
• Team management skills: Must have the ability to manage and motivate technical teams, ensuring they meet quality standards and response times.
• Ability to manage complex processes: Knowledge of repair, maintenance, and technical support process management is crucial, as well as the ability to optimize these processes.
• Knowledge of logistics and spare parts: Familiarity with spare parts logistics and efficient inventory management to ensure fast and effective response times.
• Communication and customer relations skills: Must be capable of managing customer relationships, providing effective solutions, and maintaining high levels of satisfaction.
• Knowledge of regulations and safety: Experience ensuring compliance with safety regulations, both for technicians and in the solutions provided to customers.
• Analytical and strategic skills: Ability to analyze data and continuously improve after-sales services and customer satisfaction.

Benefits:

• Competitive salary
• Paid time off and holidays
• Opportunities for professional development and advancement.