Senior Manager of Service – Capital Equipment

About the role

Syntegon Packaging Technology, LLC, based in New Richmond, Wisconsin, is part of the Syntegon Group — a strategic lifecycle partner for the pharmaceutical, biotechnology, and food industries with 7,300 colleagues at 49 locations in over 20 countries. The New Richmond site specializes in packaging equipment solutions for the food industry, including horizontal flow wrappers, bag closing and sealers, and robotic pick‑place machines. New Richmond is known as "The City Beautiful" and offers an easy commute from the Minneapolis/St. Paul metro area and a short distance from Eau Claire, WI.

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.

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.

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.
• Willingness to travel up to 25% internationally and domestically.

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.

Benefits

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