Country Service & Project Support Manager

This Country Service & Project Support Manager position is with Kysor-Warren Epta, part of the global Epta Group, located in Querétaro. As a key member of the team, you will play a vital role in supporting the local after sales process, implementing corporate solutions at local level in line with the business needs.

Your contribution

• Manage first line supervisors responsible for the day-to-day operations of a team handling customer service inquiries and problems via telephone and sometimes e-mail.
• Support in defining guidelines, procedures, best practices, and tools implementation at local level, collecting feedback to adapt and upgrade them.
• Maintain relationships with customers, internal team, AS Area Manager, and Service Technical to ensure excellent customer service.
• Act as point of escalation for issues during project monitoring.
• Manage the KPIs, monitoring them and defining the right solution in case of misalignment.
• Collaborate and monitor external call center, including definition and control of KPIs/SLA, procedures, and contracts.
• Find new solutions to improve after sales activities.
• Interface with the market regarding the e-commerce platform.

Your journey

Attention to detail, teamwork, results orientation, analysis and monitoring, management processes are essential.

Additionally, you have the following:

• Bachelor's degree or an equivalent combination of education and experience.
• At least 8 years of related experience, with at least 3 years’ experience as a manager.
• Excellent written and verbal communication skills, including effective listening skills.
• Extensive knowledge of the organization, products, and services.
• Advanced problem-solving skills may be required.
• Ability to train, evaluate, and direct the work of assigned employees.
• Ability to establish policies and manage business and operational aspects of assigned call center.
• Advanced English proficiency.

Why work for Epta

• Join Epta in this permanent role, where you'll experience a great blend of new technologies and a modern workplace culture.
• We take development opportunities seriously! Participate in a variety of training through our Epta Academy and external training partners.
• Epta offers the opportunity for remote work whenever possible, along with providing the necessary technical equipment.
• Balance work and personal life perfectly with our flexible working hours.
• Give back more than we receive: Join our volunteering activities and help make the world a better place.

Our story

We at the Epta Group are a dynamic and growing international company, delivering cutting-edge commercial refrigeration solutions that impact everyday life—from ensuring fresh food in supermarkets to keeping the perfect chill in your favorite café. Our global network includes manufacturing facilities, sales entities, and service organizations—all working together to provide sustainable and innovative solutions. We support customers in their green transition and assist them as a fully integrated provider, from the layout of the store to the after-sales support.

With over 8,000 employees, Epta fosters an environment of continuous development. We offer career growth, extensive training, and the opportunity to thrive in a company where every challenge is a chance to create value and inspire our people. Guided by our values, we are committed to professional excellence, sustainability, and innovation in every aspect of our work.

We welcome applications from all individuals, regardless of gender, race, ethnicity, religion, sexual orientation, disability, parental status, or social origin. At Epta, your unique perspective is what keeps us innovative and cool. Learn more about diversity & Inclusion at Epta HERE.

Learn more about how we work HERE.