Head Of Service Support Ne

Head Of Service Support
Ne
Liguria, Ne

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 & ResponsabilitiesLead 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-out 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). EducationTechnical degree (Engineering, Technical School, or equivalent) with a business-oriented mindsetFluent in English (written and spoken, business proficient)Skills & CompetenciesTechnical & IT SkillsStrong IT affinity and proficiency in standard office applicationsExperience using SteelcoBelimed-specific software applicationsKnowledge of SAP is an advantageHands-on mechanical and electrical troubleshooting skillsAbility to analyze technical documentation, electrical schematics, and CAD drawings to diagnose and resolve issues. Personal SkillsStrong 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 & BackgroundExtensive 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 ServiceType of work: full time jobType of contract: PermanentOnly applications with attached CVs will be evaluatedInformation 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 (https://www.steelcogroup.com/it/careers).