After-Sales Service Director

Italy / USA Coordination – Global Service, FAT & SAT, CRM

International scope: Italy, the USA, and global customers

Travel required: Frequent planned international travel

Employment type: Full-time

Monzesi S.p.A. Società Benefit is a historic Italian manufacturer specializing in high-precision grinding solutions, with strong expertise in centerless and double-disc grinding technologies and an expanding international presence, including the United States.

To support the next phase of industrial and commercial growth, we are seeking an After‑Sales Service Director who will lead and coordinate the entire after‑sales service function across Italy and the USA. They will also take direct responsibility for FAT & SAT activities and oversee CRM‑related service processes and teams .

This is a strategic leadership position that combines service operations, customer success, technical coordination, field execution, process organization, and international team alignment.

Key Responsibilities

The chosen candidate will oversee the overall direction, organization, and performance of the after‑sales service function, emphasizing operational excellence, customer satisfaction, and business growth.

Main responsibilities include:

• Lead and develop the global after‑sales service organization across the United States and Italy.
• Coordinate service operations related to:
• Installation Start‑and start‑up Support
• Commissioning and on‑site interventions
• Maintenance activities
• Troubleshooting and emergency response
• Retrofit and upgrade initiatives
• Spare parts and technical support
• Take full responsibility for planning, coordinating, and executing FAT (Factory Acceptance Test) and SAT (Site Acceptance Test) activities.
• Ensure FAT and SAT processes are well‑organized, documented, monitored, and aligned with contractual, technical, and quality standards.
• Coordinate internal technical functions involved in FAT/SAT, including service, operations, engineering, automation/software, quality, and project teams.
• Oversee and coordinate the activities of service coordinators in Italy and the USA.
• Oversee and improve the use of CRM tools and service workflows , ensuring accurate management of customer requests, service tickets, field reports, installed base data, follow‑up actions, and commercial opportunities linked to after‑sales services.
• Drive the implementation of structured service KPIs, dashboards, and reporting systems.
• Support the development of service business growth, including maintenance contracts, spare parts, retrofits, upgrades, and customer retention initiatives.
• Ensure strong coordination with sales, project management, production, technical office, and administration.
• Act as a senior interface with customers during critical project phases, escalations, acceptance testing, and post‑installation support.
• Contribute to the continuous improvement of service standards, responsiveness, documentation, and customer communication.
• Help build a scalable international service model consistent with the company’s strategic growth in Europe and North America.

Required profile

We are seeking a strong technical and managerial candidate with proven experience in industrial machinery, international field service, and customer‑facing technical operations.

Must‑have requirements:

• Proven experience in a senior role within after‑sales service , technical support , field service management, or similar functions in the machine tool , industrial automation , capital equipment , or related manufacturing sectors.
• Solid experience in managing international service activities .
• Direct experience with FAT & SAT management .
• Strong experience in coordinating technical teams, service engineers, and cross‑functional departments.
• Excellent command of English and Italian (spoken and written) – mandatory .
• Full willingness and availability to travel internationally on a frequent basis – mandatory .
• Strong customer orientation and ability to manage high‑level technical and operational discussions.
• Strong organizational and problem‑solving skills.
• Ability to work under pressure, prioritize critical issues, and manage complex service scenarios.
• Good familiarity with CRM systems , service ticketing processes, and reporting tools.

Preferred qualifications

• Degree in Mechanical Engineering, Industrial Engineering, Automation Engineering, or a related technical background.
• Experience in grinding machinery, machine tools, automation lines, or precision industrial systems.
• Experience in coordinating activities between Europe and the United States .
• Understanding service economics, installed base growth, and aftermarket business strategies.
• Familiarity with ERP/CRM integration and service performance monitoring.
• Leadership experience in global and diverse cultural settings.
• Proficiency in Italian alongside English; additional languages are a plus.
• Leadership and Team Coordination.
• International Service Management.
• FAT / SAT execution and governance.
• Customer Relationship Management.
• Technical and commercial mindset.
• Planning and operational discipline.
• Cross‑functional collaboration.
• Process improvement and KPI focus.
• Excellent communication and negotiation skills.

What we offer

• A strategic leadership position in a company with a rich industrial history and global ambitions.
• The chance to develop and organize a contemporary global after‑sales team.
• Active participation in major customer projects and high‑impact technical and commercial activities.
• An international environment with increasing responsibilities between Italy and the USA.
• Competitive package based on experience and profile.