Head of Service Support

2 settimane fa

Riese Pio X, Italia Steelco S.p.A 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.
- 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**_
- 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_.
- 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 (8.00 - 17.00)

**Type of contract**: Permanent

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

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