Our client is part of a group of companies with innovation‑based industrial and packaging solutions operating globally. The company designs and manufactures automatic packaging machines for various sectors.
Location: Bologna area
Role
We are looking for a Head of Customer Service to lead the Service Operations team. This is a strategic leadership role with full ownership of customer service performance across our global installed base. The role will manage a team of 15–20 professionals and oversee the following key After Sales business lines:
Main responsibilities

Lead, empower, and develop the Service Operations team to deliver outstanding customer value and operational efficiency.
Drive strategic initiatives to enhance customer satisfaction and loyalty.
Ensure excellence in technical support and customer care, maintaining high performance standards.
Collaborate with Product Management, Sales, and Engineering to identify and execute growth opportunities in the After Sales domain.
Foster a culture of accountability, customer‑centricity, and continuous improvement.

Requirements

Minimum 5 years of experience in technical or commercial roles within industrial customer service, preferably in international environments.
Proven ability to lead high‑performing teams and manage complex operations.
Strong business acumen with a P&L mindset and a track record of driving revenue and margin growth in After Sales.
Strategic thinker with a hands‑on approach and strong execution capabilities.
Excellent communication and influencing skills across multiple levels and functions.

Seniority level
Director
Employment type
Full‑time
Job function
Customer Service
Industries
Automation Machinery Manufacturing
Bologna, Emilia‑Romagna, Italy
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