Our client is part of a group of companies with innovation‑based industrial and packaging solutions operating globally. The company designs and manufactures automatic packaging machines for various sectors.
Location : Bologna area
Role
We are looking for a Head of Customer Service to lead the Service Operations team. This is a strategic leadership role with full ownership of customer service performance across our global installed base. The role will manage a team of 15–20 professionals and oversee the following key After Sales business lines:
Main responsibilities
- Lead, empower, and develop the Service Operations team to deliver outstanding customer value and operational efficiency.
- Drive strategic initiatives to enhance customer satisfaction and loyalty.
- Ensure excellence in technical support and customer care, maintaining high performance standards.
- Collaborate with Product Management, Sales, and Engineering to identify and execute growth opportunities in the After Sales domain.
- Foster a culture of accountability, customer‑centricity, and continuous improvement.
Requirements
- Minimum 5 years of experience in technical or commercial roles within industrial customer service, preferably in international environments.
- Proven ability to lead high‑performing teams and manage complex operations.
- Strong business acumen with a P&L; mindset and a track record of driving revenue and margin growth in After Sales.
- Strategic thinker with a hands‑on approach and strong execution capabilities.
- Excellent communication and influencing skills across multiple levels and functions.
Seniority level
Director
Employment type
Full‑time
Job function
Customer Service
Industries
Automation Machinery Manufacturing
Bologna, Emilia‑Romagna, Italy
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