Senior Manager of Service - Food

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.

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Job Description

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.

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 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.