Senior Service Operations Manager

18 ore fa

Parma, Emilia-Romagna, Italia Tomra A tempo pieno

**Company Overview**

TOMRA Food is a leading provider of sensor-based sorting, peeling and integrated post-harvest solutions for the food industry. Our mission is to transform global food production to maximize food safety and minimize food loss.

We value innovation, passion, and responsibility in our team members. We encourage freedom to innovate and take risks that result in breakthroughs challenging the status quo. Our strong company culture prioritizes diversity, well-being, and camaraderie among teammates.

**Job Description**

You will lead a team of Service Engineers responsible for maintaining, repairing, and installing our machines at customer sites. Your key areas of focus include Team Support and Development, Customer Service and Satisfaction, Operational Efficiency and Improvement, and Initiatives and Projects.

**Responsibilities:**

  • Serve as a resource for team members on organizational support, advice, and health and safety concerns.
  • Mentor and onboard new team members to ensure successful integration and growth.
  • Monitor and evaluate team performance to foster development and recognize achievements.
  • Cultivate a strong team spirit and enhance company engagement through active participation and communication.
  • Manage team schedules and workloads effectively, prioritizing tasks to meet deadlines while maximizing productivity.

Customer Service and Satisfaction:

  • Deliver outstanding customer service to both external and internal clients, ensuring their needs are met and exceeded.
  • Follow up on escalated customer problems, keeping them informed throughout the resolution process.
  • Design, implement, and execute plans to meet and exceed service standards, ensuring high levels of customer satisfaction.

Operational Efficiency and Improvement:

  • Implement processes and procedures that boost the team's efficiency and quality of work.
  • Oversee weekly dispatching and provide planning advice to streamline operations.
  • Drive continuous improvement initiatives within the area of responsibility, enhancing overall performance.

Initiatives and Projects:

  • Participate in designated projects or company-wide initiatives as directed by line management.
  • Lead and manage change within the organization to foster adaptability and growth.

**Requirements:**

  • Bachelor's degree in electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering (preferred) or equivalent experience.
  • Strong advocate of health and safety rules applicable to our sector.
  • Demonstrated success in a leadership role, preferably within a service or customer-facing environment.
  • Delivered world-class customer service, consistently exceeding client expectations.
  • Deep understanding of business line processes, products, and services, driving operational efficiency.
  • Effective verbal, written, and interpersonal communication, facilitating clear and productive interactions.
  • Excelled in communication and interpersonal skills, fluent in Italian and English; proficiency in other languages is advantageous.
  • Resolved complex problems with diplomacy and tact, ensuring positive outcomes in challenging situations.
  • Skilled in using CRM software and other relevant tools, enhancing customer relationship management.
  • Maintained strong organizational skills and attention to detail, ensuring accuracy and efficiency.
  • Demonstrated ability to work independently and collaboratively, contributing to team success.

**Benefits:**

  • A competitive salary range of €70,000 - €90,000 per annum, depending on experience.
  • The opportunity to work with a leading company in the food industry.
  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • The chance to make a meaningful contribution to the company's mission.

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