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.

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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 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.

That’s why we offer a comprehensive and competitive benefits package designed to support your health, financial security, and personal growth from day one, including:

• Health Coverage: Medical, Dental, Vision, and Prescription plans starting from your first day.
• Retirement Savings: 401(k) plan with a generous company match to help you plan for the future.
• Financial Protection: Employer-paid Short- and Long-Term Disability Insurance, plus Life Insurance for your peace of mind.
• Career Growth: Education Assistance Program to support your continued learning and development.
• Work-Life Balance: Paid Time Off to recharge and enjoy your personal time.
• Support When You Need It: Access to our Employee Assistance Program for confidential counseling and resources.

Join Syntegon and enjoy benefits that help you thrive both at work and beyond.

To ensure the protection of your personal data, we kindly ask you to apply exclusively through our online applicant management system — we're unable to consider applications sent by email or post.

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

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