Senior Manager of Service – Capital Equipment
About The Position
Syntegon Packaging Technology, LLC, based in New Richmond, Wisconsin, provides high-tech packaging solutions for the food industry, including horizontal flow wrappers, bag-closing and sealing equipment, and robotic pick-and-place machines. The Senior Manager of Service, described in the posting as Head of Service in US-Nrd, leads service operations globally and is accountable for customer satisfaction, machine performance, efficient service delivery, and financial profitability. The role directs and develops a multidisciplinary service organization spanning technical sales engineering, coordination, project management, technical support, spare parts, modernization, and documentation. It establishes organizational structures and collaboration models, develops people and processes, and promotes continuous improvement through LEAN principles, standardized work, and visual performance management. The position manages installed-base information and uses it to guide lifecycle, modernization, and upgrade strategies. In collaboration with sales and product management, it develops predictive service, preventive maintenance, and digital monitoring offerings. The role also leads cross-functional improvement work and defines and monitors performance measures for operational efficiency, customer satisfaction, profitability, and cost-to-serve. Travel of up to 25% domestically and internationally is required.
Requirements
- BSc/MSc in engineering (mechanical, electrical, mechatronics, or similar) or technical management education.
- At least 7 years of experience in service management in the mechanical or technical equipment industry.
- At least 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 English.
- Ability to travel up to 25% domestically and internationally.
- Strategic and commercial mindset.
- Proven ability to lead teams, motivate employees, and achieve results.
- Excellent internal and external communication skills.
- Customer orientation and 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.
- Resilience under pressure and ability to make decisions in critical situations.
Nice To Haves
- Fluency in Spanish is a strong advantage.
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 structures, roles, and competency profiles to support growth and changing customer needs, including succession planning and technician certification programs.
- Establish matrix- and value-stream-based collaboration across engineering, manufacturing, quality assurance, supply chain, and regional organizations.
- Promote continuous improvement, learning, and ownership using 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 to extend machine life and increase customer value.
- Collaborate with sales and product management on predictive service offerings, preventive maintenance programs, and digital monitoring solutions, including IoT and remote capabilities.
- Analyze installed-base data to identify trends, risks, and business opportunities.
- Lead cross-functional improvement projects to optimize flow, reduce lead time, enhance quality, and improve delivery performance.
- Define, measure, and develop KPIs that support operational efficiency and customer satisfaction while ensuring profitability and cost-to-serve accountability.
- Lead global service operations with responsibility for customer satisfaction, machine performance, service delivery, and financial profitability.
Benefits
- Medical, dental, vision, and prescription plans starting from the first day.
- 401(k) plan with company match.
- Employer-paid short- and long-term disability insurance and life insurance.
- Education Assistance Program.
- Paid Time Off.
- Employee Assistance Program for confidential counseling and resources.
- Salary and bonus, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
