Head of 3rd Level Support Steelco Products
The Head of 3rd Level Support Steelco Products at SteelcoBelimed is responsible for ensuring and continuously improving a reliable and efficient service support structure for Steelco & Belimed products (Focus on Steelco Machines), in accordance with business and economic principles. This role serves as the central point of expertise for service-related issues and solutions for Steelco products.
Task & Responsabilities
* Lead and manage the 3rd Level Service Support Team, including cost center management, budgeting, and personnel development.
* Provide technical support via phone, ticketing system to service centers and international representatives.
* Analyze and identify trends in support requests and complaints to enhance service efficiency and product improvement.
* Collaborate closely with R&D to integrate field feedback into product development.
* Oversee quotations and order processing for services, including spare parts, repairs, modifications, software adaptations, technician deployments, and external training.
* Ensure on-call service availability for urgent technical support.
* Coordinate service activities for service centers and international agents.
* Provide technical assistance to spare parts logistics for complex inquiries, warranty evaluations, and claims.
* Manage the distribution of technical information (e.g., service letters) to service centers and agents worldwide.
* Lead and develop organizational structures and workflows by heading sub-projects.
* Support the phase-out and discontinuation process of older machine models.
* Develop technical requirements for service offerings and quotations.
* Contribute to technical documentation related to service operations.
* Participate in customer training through the SteelcoBelimed Academy.
* Engage in cross-departmental projects to optimize service operations.
* Willingness to travel internationally (approx. 10% travel requirement).
Education
* Technical degree (Engineering, Technical School, or equivalent) with a business-oriented mindset.
* Fluent in English (written and spoken, business proficient)
Skills & Competencies
Technical & IT Skills
* Strong IT affinity and proficiency in standard office applications.
* Experience using SteelcoBelimed-specific software applications.
* Knowledge of SAP is an advantage.
* Hands-on mechanical and electrical troubleshooting skills.
* Ability to analyze technical documentation, electrical schematics, and CAD drawings to diagnose and resolve issues.
Personal Skills
* Strong communication, mediation, and organizational skills .
* Ability to explain technical topics clearly (didactic abilities).
* Culturally aware and enjoys interacting with people from diverse backgrounds.
* Self-motivated, team-oriented, customer-focused, and resilient under pressure.
* Proactive in knowledge-sharing and open to learning new systems.
* Confident and professional demeanor in front of customers.
* Leadership position with functional authority over service teams in SteelcoBelimed and international representations.
Experience & Background
* Extensive experience in customer service and technical support .
* Project management experience .
* Strong knowledge of electrical and mechanical aspects of industrial products and applications.
* Experience interpreting technical literature, schematics, and engineering drawings.
Location
STEELCO S.p.A. – Via Balegante 27, Riese Pio X (TV)
Department
Global Service
Type of work
full time job
Type of contract
Permanent
Only applications with attached CVs will be evaluated
Information pursuant to the New EU Regulation No. 679/2016.
The personal data reported in the curriculum vitae will be processed by Steelco S.p.A., with registered office in Riese Pio X - TV, Via Balegante 27 (