Senior Manager of Service - Pharma Liquid

## Company 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. **Take the first step! Apply now!** ## Job Description 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. Key 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 ## Qualifications 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, 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 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…