Service Support Manager

Job Overview

We are looking for a Service Support Manager responsible for leading the service support team and leading the service business strategy from the identification and prioritization of customers’ requirements to the resolution of customers’ requests, in order to deliver high quality services and enhance a sustainable customer relationship in accordance with applicable standards, quality, HSE and corporate global and local guidelines and procedures.

Key Responsibilities

• Service Management: Oversee day‑by‑day customer support operations, ensuring system updates and monitoring request and response status. Define systematic approaches to customer request management and drive corrective actions to maintain expected service levels and qualitative response standards.
• Project Management: Drive all project phases actively and proactively, providing deliverable actions and acting as an enabler of synergy and efficiency across involved processes.
• Reporting and Monitoring: Monitor performance and KPIs, identify improvement and critical areas, set up contingency plans, and input to business leaders to foster sustainable growth and risk management.
• Guidelines and Document Management: Identify guidelines, policies, and procedures for all after‑sales processes according to approved strategy, ensuring implementation and compliance with applicable standards.
• Budget Management: Manage the assigned budget and propose relevant periodical reviews to the level above.
• People Management: Manage the service team, maximize efficiency, foster training, talent management, career path and succession planning, apply continuous improvement, and drive commitment on results.
• Relationship Management: Establish regular communication with internal leaders, teams, and stakeholders, and build effective relationships with customers to facilitate technical issue resolution and optimize service delivery.

Requirements for Application

• Education: Engineering or another technical degree.
• Languages: English and Italian, both fluent.
• 5 years of experience in a leading role in commissioning and after‑sales for a multinational corporation.
• Knowledge of commissioning and service processes, technologies, production processes, products, features and techniques.
• Knowledge of applicable standards such as ISO GMPs, FDA, etc.
• Knowledge of HSE Management System and basis of risk management (methodologies, techniques, tools and applications).
• Knowledge of Quality Management System, project management, analysis and reporting, documents management and people management (methodologies, techniques, tools and applications).
• Excellent interpersonal, communication and leadership skills; outstanding customer service orientation; strong goal orientation and stress/time management.