We are actively recruiting a Service Manager for the Americas on behalf of our international client, a global leader in the marble and natural stone processing equipment and machinery sector. This role is pivotal in enhancing client relationships and expanding service capabilities across the Americas, leveraging the organization’s commitment to high quality cutting-edge technology in manufacturing.

The Service Manager will collaborate closely with the Office Manager in the USA and report directly to the Central Service Management team. This position aims to strengthen the company's presence in the United States and enhance its positioning throughout the Americas region, ensuring exceptional service delivery and customer satisfaction. After a certain period, the Service Manager is expected to travel within the Americas.

100% on-site: Greensboro/Charlotte area

Missions

• Establish strong connections with clients to understand their needs and expectations.

• Schedule regular check-ins with clients to gather feedback, address concerns, and provide updates on service offerings.
• Educate clients on the proper use and maintenance of machinery to enhance operational efficiency and reduce service calls.

• Implement strategies to enhance customer satisfaction, ensuring that clients feel valued and supported throughout their engagement.
• Respond promptly to service incidents (traveling when necessary), coordinating with technical teams to resolve issues efficiently and minimize downtime for clients.
• Respond to customers in case of disputes.

• Conduct regular quality checks on service processes and outcomes to maintain high standards of performance.

• Offer expert advice and support for troubleshooting mechanical issues.

• Be an interface with Service Italy & Make estimates and commitments of spare parts.
• Coordinate and organize interventions and installations, optimizing costs.

• Ensure proper recording of time spent in maintenance and subsequent billing if not under warranty.
• Analyze the main causes of calls/failures and interface with the parent company for product improvement.

• Verify the correct compilation of reports regarding interventions, both preventive and corrective, on machines and installations.

• Coordinate logistics between the company offices to ensure the timely delivery of machinery to clients in the Americas region.

Profile

• You have a degree in electrical, mechatronic engineering, or related fields.

• Experience in robotics, automated assembly lines, CNC technology will be seen as a plus.

• Customer oriented and aftersales technical support.

• You speak English (advanced or native) and Spanish. Portuguese or Italian are a plus.

Soft skills:

• Strong communication skills, customer oriented & proactive approach

• Self-organization

• Problem-solving abilities.

• Teamwork