Position Summary
The Service Manager will be responsible for after-sales coordination, service activities, and remote assistance for Piovan customers in Mexico. This role supports the Aftersales Technical Services team by ensuring high-quality customer relations and providing technical expertise on Piovan products at customer sites.

The position requires close interaction with the Sales Department, Engineering, Helpdesk, Warehouse, other Service Managers within Piovan Group subsidiaries, PGNA Regional Directors, and customers.

Key Responsibilities
• Lead, train, and supervise After-Sales teams to achieve objectives, ensure performance targets are met, and maintain service standards.
• Build strong client relationships by collecting feedback, resolving issues and complaints, and overseeing all after-sales services to ensure customer satisfaction.
• Provide remote assistance to customers and technical support to the service engineering team across Piovan products and PG companies.
• Collaborate with Piovan Group subsidiaries to build cohesive service teams and support project execution and decision-making in complex initiatives.
• Develop and improve project planning, risk management methodologies, and service processes, tools, and systems.
• Manage sales and follow-up of maintenance contracts.
• Verify and follow up on orders for parts together with the Parts Manager to ensure availability.
• Ensure compliance with all company and general policies.
• Prepare, propose, and manage the annual Service Department budget.
• Conduct performance reviews for direct reports.
• Recruit, interview, and hire new team members for the Service Department.
• Resolve inter-departmental employee relations in coordination with Administration.
• Report monthly service indicators to PGNA.
• Attend monthly conferences with the PGNA Vice President of Service to present results and new strategies to increase after-sales performance.
• Participate in regional meetings with service managers, service directors, vice presidents, and the CSO.
• Attend customer meetings when required.

Qualification and Experience
• Minimum 5 years of engineering experience in the plastics processing industry, specifically in Injection Moulding, Blow Moulding, Extrusion, and PET processes.
• Strong sense of urgency, ability to multitask, and excellent organizational skills.
• Proven leadership, team building, and management skills.
• Excellent communication skills in English, both verbal and written (required).
• Experience as a Field Service Engineer and Service Manager (required).
• Experience leading a work team.
• Bachelor’s degree.
• Valid driver’s license (manual transmission experience required).
• Passport and valid US B1/B2 visa.
• Willingness to travel to customer sites.

Technical competences
• Machine installation and troubleshooting.
• Customer operator training.
• Customer consulting on productivity, maintenance, and software programming.
• Proficiency with CRM, FSM, and SAP (required).
• Knowledge of electrical, electronic, SCADA systems, communication protocols, hydraulics, and pneumatics.
• Customer-oriented approach.
• Strong knowledge of polymers and auxiliary equipment for resins (required).
• Solid background in the plastics industry.

To be located on Querétaro