Manager Customer Care; on-site

The Manager, Customer Care is responsible for leading a regional customer support team across North America, ensuring high levels of customer satisfaction and operational performance for installed industrial production lines and standalone equipment. This role oversees complete technical solutions, including third-party line components, while ensuring compliance with health, safety, security, and environmental standards.

The position works cross-functionally with product support, aftersales, and field service teams to help customers maximize equipment performance and reliability.

• Lead, coach, and develop a regional customer care team to meet performance and service quality targets.
• Promote a strong customer-focused culture emphasizing accountability, empathy, and continuous improvement.
• Oversee workload planning, scheduling, and resource allocation to meet service level agreements.
• Manage technical escalations and ensure timely, satisfactory resolution of customer issues.
• Drive root cause analysis (RCA) processes, including data collection, corrective and preventive action implementation.
• Support warranty cost reduction initiatives through structured analysis and action plans.
• Coordinate and optimize field service engineer (FSE) deployment for projects and service activities.
• Implement competency development plans and validate technical capabilities of field service teams.
• Lead KPI definition, tracking, and continuous performance improvement efforts.
• Identify service growth opportunities and provide technical input for proposals related to maintenance, training, and operational services.
• Approve limited service-related material expenses within established thresholds.

• Minimum 10 years of experience in technical support or field service within an industrial/manufacturing environment.
• Prior team leadership experience (field-based or back-office).
• Strong technical knowledge of beverage production technologies (aseptic and non-aseptic systems), production lines, and standalone equipment.
• Proven ability to manage customer relationships and ensure high customer satisfaction.
• Demonstrated leadership, team-building, and coaching capabilities.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with cross-functional teams and senior-level customer stakeholders.