Director of Field Service and Technical Support

Company Description

Syntegon Technology is one of the leading suppliers in the field of process and packaging technology. We develop and produce in future under a new owner holistic systems for the pharmaceutical, food and confectionery industries in over 15 countries. Are you ready to shape the current changes with us? Do you want to contribute to people’s nutrition and health, and thereby enhancing the quality of life?

Welcome to Syntegon Technology. We are looking forward to your application!

Job Description

This position is responsible to lead the field service and technical support teams for the Americas. This role involves strategic planning, resource management and continuous improvement of process and systems that impact the customer. The Director ensures the team provides a service experience exceeds customer expectations.

**This position can office out of Brooklyn Park, MN, New Richmond, WI or Raleigh, NC**

Key Responsibilities

• Develop and execute short and long-term growth strategies for the Field Service and Technical Support Teams.
• Mentor, coach and develop field service managers to foster a customer-centric culture within their region.
• Set clear performance goals and metrics and regularly evaluate team performance.
• Collaborate with other departments and business units to align strategies with overall business objectives.
• Build and maintain business relationships with key customers as well as internal stakeholders in our Business Units.
• Monitor and challenge internal processes for continuous improvements in customer service, cost control, operational efficiencies and utilization rates.
• Act as a primary point of contact for escalated customer service issues.
• Develop and present regular reports to the senior leadership team on department initiatives, team performance, customer satisfaction and operational issues.
• Stay current on industry trends, technology, and best practices.
• Ensure compliance with company policies, industry standards and regulatory requirements. 
• Other duties as assigned.

Qualifications

Basic Requirements                                                                      

• Bachelor’s degree in a business or technical field, or equivalent industry experience
• 10 years’ experience in customer service/support
• 10 years of experience in capital equipment including product development, engineering management, sales management, service management and/or operations management

Preferred Qualifications

• Experience with building and maintaining global strategic partnerships internally and externally
• Strong leadership skills with the ability to lead cross functional teams
• Excellent communication skills including interpersonal, written and presentation skills.
• Proficient negotiation skills and experience.
• Results-oriented profit/loss management experience.
• Experience with financial data, budgeting and operational policies and controls.
• Experienced in successfully handling customers, internally and externally.
• History of successful problem-solving and decision-making skills.
• Good computer skills, specifically MS Office and SAP.
• Demonstrated organizational skills.
• Decision-making skills in often ambiguous and high-stress situations.
• Strategic thinker with proven abilities to execute department and corporate strategies.
• Knowledge of CoC products, internal/external sales, operations structure and markets
• Experienced in implementing lean/continuous improvement initiatives

Additional Physical Requirements

• Domestic and International Travel (20%)

Additional Information

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.

The expected compensation range for this position is between $130,000-170,000 based on a full-time schedule.

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. At Syntegon compensation decisions are dependent on the facts and circumstances of each case. Total rewards at Syntegon include salary bonus (if applicable) benefits.

All your information will be kept confidential according to EEO guidelines.

NOTE: All official Syntegon job postings can be found at www.syntegon.com.  Successful candidates asked to participate in the hiring process should expect to speak to the hiring team by telephone and in person at one of our Syntegon office locations (Decatur, Oldsmar, Raleigh, New Richmond, Minneapolis and Allendale) prior to the job offer.

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.