Head of Service - Pharma Liquid

SYNTEGON • New Richmond, WI

1d • Onsite

About The Position

As Head of Service in US-Nrd, you will have responsibility for all service work related to US-Nrd globally with the goal of ensuring high customer satisfaction, optimal operation of machines, efficient service organization and financial profitability in the service business. You lead the service department, establish strategies, and develop the team and processes. The Head of Service is responsible for defining, measuring, and developing the KPIs that drive both operational efficiency and customer satisfaction.

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, technical or validation roles in pharma/CDMO or packaging machinery
• Strong understanding of GMP and pharma industry regulations
• Experience with project management, service organization, customer service and technical problem solving
• Strong SAP experience.
• Fluent in English; Spanish is a strong advantage
• This role requires up to 25% of international and domestic travel

Nice To Haves

• 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

Responsibilities

• Lead and develop a multidisciplinary service organization including technical sales engineering, coordinators, project managers, technical support, spare parts, modernization and documentation teams
• Establish organizational structure, roles, and competency profiles; implement matrix and value stream-based collaboration models across functions
• Build succession and talent plans with training and certification programs; foster a culture of continuous improvement and LEAN principles
• Establish and operate an installed base management system to track customer machinery, version status, life cycle and contract status
• Develop strategies for modernization, retrofit, and upgrade campaigns to maximize machine lifetime and customer value
• Collaborate with sales and product management to develop predictive service offerings, preventive maintenance, and digital monitoring solutions
• Leverage installed base data to identify trends, risks, and business opportunities while contributing to the product feedback loop
• Lead improvement projects that optimize flow, lead time, quality and delivery performance across the service value stream

Benefits

• Medical, Dental, Vision, and Prescription plans starting from your first day.
• 401(k) plan with a generous company match to help you plan for the future.
• Employer-paid Short- and Long-Term Disability Insurance, plus Life Insurance for your peace of mind.
• Education Assistance Program to support your continued learning and development.
• Paid Time Off to recharge and enjoy your personal time.
• Access to our Employee Assistance Program for confidential counseling and resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager