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 & 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 ().