Senior Manager of Service - Food

Syntegon Technology GmbH; New Richmond (WI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Disability insurance

Life insurance

Education assistance

Paid time off

Employee assistance program

Job summary

Syntegon Technology seeks a Head of Service in the US to lead global service operations, drive customer satisfaction, and ensure profitable service delivery. The role requires strong leadership, SAP expertise, GMP knowledge, and English fluency.

This position involves up to 25% travel (domestic and international) and close collaboration with engineering, product management, and sales.

Qualifications

• Bachelor/Master degree in engineering or technical management.
• Minimum 7 years in service management for mechanical/technical equipment.
• Strong GMP knowledge and food industry regulations.
• Experience in project management and service organization.
• Fluency in English; Spanish a plus.

Responsibilities

• Lead and develop a multidisciplinary service organization across functions.
• Build structure, roles and competency profiles for growth and succession.
• Establish cross-functional collaboration across engineering, manufacturing, QA and supply chain.
• Foster LEAN-driven continuous improvement and standardized work.
• Maintain installed base tracking, version/status and contracts.
• Develop modernization, retrofit and upgrade strategies for value.
• Collaborate with sales/product management on predictive services and IoT monitoring.
• Analyze installed base data for risks and opportunities.
• Lead cross-functional improvement projects to optimize flow and delivery.

Skills

Leadership

Strategic thinking

Communication

Customer orientation

Financial acumen

International teamwork

English proficiency

LEAN principles

Education

BSc/MSc in Engineering or technical management

Tools

SAP

Job description

Together with 7,300 colleagues at 49 locations in over 20 countries, we are the strategic lifecycle partner for the pharmaceutical, biotechnology, and food industries. With streamlined processes, innovative technologies, and sustainable solutions, we help our customers achieve their goals. Among other examples, we ensure that vaccines are safely filled and that pharmaceuticals are produced reliably and in compliance with regulations. We even help package your favorite chocolate and snacks quickly and with high precision.

Syntegon Packaging Technology, LLC based in New Richmond, Wisconsin is part of the Syntegon Group. We provide innovative, seamless, high-tech packaging solutions for the food industry. The location specializes in a range of packaging equipment solutions - like horizontal flow wrappers, bag closing and sealers, and robotic pick-place-machines. The city of New Richmond is known as "The City Beautiful". It is an easy and quick commute in both directions from the Minneapolis/St. Paul Metro area and a short distance from Eau Claire, WI.

What you can expect:

As Head of Service in US-Nrd, you will lead all service operations globally with responsibility for ensuring high customer satisfaction, optimal machine performance, efficient service delivery, and financial profitability. You will direct the service department, establish strategic initiatives, monitor key performance indicators, and develop your team and processes.

Key Responsibilities

• Lead and develop a multidisciplinary service organization including technical sales engineering, coordinators, project managers, technical support, spare parts, modernization, and documentation teams.
• Build organizational structure, roles, and competency profiles that support growth and evolving customer needs, with emphasis on succession planning and technician certification programs.
• Establish matrix and value stream-based collaboration models across engineering, manufacturing, quality assurance, supply chain, and regional organizations.
• Foster a culture of continuous improvement, learning, and ownership through LEAN principles, standardized work processes, and visual performance management.
• Establish and operate an installed base management system to track customer machinery, version status, lifecycle, and contract status.
• Develop modernization, retrofit, and upgrade strategies that extend machine lifetime and increase customer value.
• Collaborate with sales and product management to create predictive service offerings, preventive maintenance programs, and digital monitoring solutions (IoT/remote capabilities).
• Analyze installed base data to identify trends, risks, and new business opportunities.
• Lead cross-functional improvement projects that optimize flow, reduce lead time, enhance quality, and improve delivery performance.
• Define, measure, and develop KPIs that drive operational efficiency and customer satisfaction while ensuring profitability and cost-to-serve accountability.

What you'll bring:

Basic requirements

• BSc/MSc in Engineering (mechanical, electrical engineering, mechatronics or similar) or technical management education
• Minimum 7 years of experience in service management in the mechanical or technical equipment industry
• Minimum 7 years of experience in product or technical roles in food manufacturing or packaging machinery.
• Strong understanding of GMP and food industry regulations
• Experience with project management, service organization, customer service and technical problem solving
• Strong SAP experience.
• Fluent in English required. Fluency in Spanish is a strong advantage.

This role requires up to 25% of international and domestic travel

Personal Competencies & Skills

• Strategic and commercial mindset
• Proven ability to lead teams, motivate employees and create results
• Excellent communication skills – both internally and externally
• Customer-oriented with the ability to handle complex technical and organizational issues
• Good business understanding and financial sense
• Ability to work in an international environment with cross-functional dependencies
• Resilient under pressure and ability to make decisions in critical situations

Additional Information

Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. Total rewards at Syntegon include salary + bonus (if applicable) + benefits.

We Care about your Well-Being! At Syntegon, the welfare of our employees is a top priority.

That's why we offer a comprehensive and competitive benefits package designed to support your health, financial security, and personal growth from day one, including:

• Health Coverage: Medical, Dental, Vision, and Prescription plans starting from your first day.
• Retirement Savings: 401(k) plan with a generous company match to help you plan for the future.
• Financial Protection: Employer-paid Short- and Long-Term Disability Insurance, plus Life Insurance for your peace of mind.
• Career Growth: Education Assistance Program to support your continued learning and development.
• Work-Life Balance: Paid Time Off to recharge and enjoy your personal time.
• Support When You Need It: Access to our Employee Assistance Program for confidential counseling and resources.

Join Syntegon and enjoy benefits that help you thrive both at work and beyond.

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.

We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.