Service Manager - Heavy machinery

We are seeking a dynamic and experienced Technical Service Manager to lead and enhance the after-sales service operations for global machinery manufacturing compnay. This is a fantastic opportunity for a results-driven professional to make a tangible impact in a rapidly growing company within the heavy industry sector.

Position Overview

We are seeking a dynamic and experienced Technical Service Manager to lead and enhance the after-sales service operations for our Heavy machinery division.

This is a key leadership role where you will be responsible for managing service delivery through our network of distributors and dealers, ensuring customer satisfaction across Brazil.

You will collaborate closely with engineering, production, and sales teams to drive service excellence, problem-solving, process implementation, and seamless communication both locally and with our international offices.

This is a fantastic opportunity for a results-driven professional to make a tangible impact in a rapidly growing company within the heavy industry sector.

Key Responsibilities

• Service Process Leadership: Oversee and manage the entire after-sales process from product delivery through to the final client, ensuring exceptional service is provided through dealers and distributors.
• Cross-Functional Collaboration: Work closely with the factory, engineering, production, sales teams, and distributors to ensure smooth operations and optimal customer experience.
• International Communication & Coordination: Lead communication with international offices for problem-solving, process implementation, system improvements, solution planning, and strategy development.
• Service Process & Guarantee Management: Manage service processes, including product guarantees and maintenance services, ensuring internal approval processes are followed in accordance with the service level agreements.
• Dealer/Distributor Relationship & Development: Develop technical and service talent, ensuring up-to-date knowledge of technology and products. Foster strong, collaborative relationships with each distributor/dealer to drive consistent service excellence.
• Continuous Improvement: Implement strategies for improving the service culture and internal processes, establishing proactive service standards.

Key Requirements

• Advanced/Fluent English (Mandatory): Proficiency in English is essential for international communication and reporting.
• Engineering Background: Strong technical foundation in engineering, ideally with expertise in construction machinery, heavy equipment, or related industries.
• Service Team Management: Proven experience managing and developing high-performing service teams in a similar industry, ideally within the heavy machinery or automotive sectors.
• Industry Expertise: Experience working with dealers/distributors in heavy machinery or automotive industries, with a deep understanding of after-sales services and customer satisfaction.
• Leadership & Communication: Excellent communication skills with the ability to motivate and lead teams. Must be able to foster positive relationships internally and externally with distributors and dealers.
• Problem-Solving & Negotiation: Strong skills in problem-solving and negotiating with various stakeholders to drive solutions, enhance service culture, and improve operational processes.
• Hands-On & Open-Minded: A proactive, hands-on leader who is open-minded, flexible, and willing to take initiative to resolve challenges.
• Travel Flexibility: Willingness to travel frequently within Brazil to visit dealers and distributors, ensuring continuous improvement and team alignment.
• People Development: Strong focus on team development, with a passion for leading, mentoring, and coaching team members to reach their full potential.