Head of Service Support

4 settimane fa

Riese Pio X TV, Italia Steelco Group A tempo pieno

The Head of 3rd Level Support Steelco Products at SteelcoBelimed is responsible for ensuring and continuously improving a reliable and efficient service support structure for Steelco & Belimed products (Focus on Steelco Machines), in accordance with business and economic principles. This role serves as the central point of expertise for service-related issues and solutions for Steelco products.

Task & Responsabilities

  • Lead and manage the 3rd Level Service Support Team , including cost center management, budgeting, and personnel development.
  • Provide technical support via phone, email, and ticketing system to service centers and international representatives.
  • Analyze and identify trends in support requests and complaints to enhance service efficiency and product improvement.
  • Collaborate closely with R&D to integrate field feedback into product development.
  • Oversee quotations and order processing for services, including spare parts, repairs, modifications, software adaptations, technician deployments, and external training.
  • Ensure on-call service availability for urgent technical support.
  • Coordinate service activities for service centers and international agents.
  • Provide technical assistance to spare parts logistics for complex inquiries, warranty evaluations, and claims.
  • Manage the distribution of technical information (e.g., service letters) to service centers and agents worldwide.
  • Lead and develop organizational structures and workflows by heading sub-projects.
  • Support the phase-ou t and discontinuation process of older machine models.
  • Develop technical requirements for service offerings and quotations.
  • Contribute to technical documentation related to service operations.
  • Participate in customer training through the SteelcoBelimed Academy.
  • Engage in cross-departmental projects to optimize service operations.
  • Willingness to travel internationally (approx. 10% travel requirement ).

Education

  • Technical degree (Engineering, Technical School, or equivalent) with a business-oriented mindset
  • Fluent in English (written and spoken, business proficient)

Skills & Competencies

Technical & IT Skills

  • Strong IT affinity and proficiency in standard office applications
  • Experience using SteelcoBelimed-specific software applications
  • Knowledge of SAP is an advantage
  • Hands-on mechanical and electrical troubleshooting skills
  • Ability to analyze technical documentation, electrical schematics, and CAD drawings to diagnose and resolve issues.

Personal Skills

  • Strong communication, mediation, and organizational skills .
  • Ability to explain technical topics clearly ( didactic abilities ).
  • Culturally aware and enjoys interacting with people from diverse backgrounds.
  • Self-motivated, team-oriented, customer-focused , and resilient under pressure.
  • Proactive in knowledge-sharing and open to learning new systems.
  • Confident and professional demeanor in front of customers.
  • Leadership position with functional authority over service teams in SteelcoBelimed and international representations.

Experience & Background

  • Extensive experience in customer service and technical support .
  • Project management experience .
  • Strong knowledge of electrical and mechanical aspects of industrial products and applications.
  • Experience interpreting technical literature, schematics, and engineering drawings.

Location : STEELCO S.p.A. – Via Balegante 27, Riese Pio X (TV).

Department : Global Service

Type of work : full time job

Type of contract : Permanent

Only applications with attached CVs will be evaluated

Information pursuant to the New EU Regulation No. 679/2016.

The personal data reported in the curriculum vitae will be processed by Steelco S.p.A., with registered office in Riese Pio X - TV, Via Balegante 27 (“Company”), for the selection related to this position or other similar ones. Detailed information also regarding the rights recognized by the legislation on the protection of personal data, can be found in the information notice available on the Company's website at the “Careers” page ().

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