Head of General Business Operations

Who We Are E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by the SM.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With 14 branches worldwide, the Group believes in the core values Ethics, Courage, Humility , and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

The CS Operation Director reports to Customer Service Operation Director USMCA, in the effort of transforming the Customer Service operations, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices. The main goal is to deliver maximum customer satisfaction for any customer service-related matters occurring in the plants of the region managed or key account.

Leadership and Team Management :

Be the first point of contact to coordinate between department heads in E80 and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general

Lead a team of customer service resources in Central american zone.

Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization. The resources will need to work closerly with other departments and functional heads to ensure the best customer service experience of our clients while growing and developing our customer service team in Central america.

Establish a regional customer care vision aligned with business objectives with upper management.

Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers

Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold

Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions.

Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager.

Develop, coach and mentor customer service team members in Central america

Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies

Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals

Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region.

General

Management of all customer service activities in the area of responsibilities

Direct management of customer service resources in Monterrey office and central america.

Organize meetings with management and other departments to create action plans for resolving issues and implementing strategies for regions or key accounts.

Prepare and analyze customer service KPI’s for client and region managed supporting Customer Service Account Manager when necessary

Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances

Bachelor’s degree in engineering, operations management, or related field (preferred).

For external candidates 15+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry is essential in customer service, project management, asset management. Familiarity with industrial equipment design, manufacturing, and maintenance processes is highly preferred.

Technical proficiency in automation and control systems, including PLC programming and troubleshooting, is highly preferred.

Extensive hands-on experience with LGV, ASRS, and robotic systems, including a strong emphasis on problem-solving skills to effectively troubleshoot, optimize, and enhance system performance.

Knowledge of SAP ERP, CRM (Salesforce)

Good knowledge of Microsoft Office 365 and Microsoft power platform tools for collaborative and agile approach.

Passion for customer service and a customer-centric mindset

English language is a must. Italian is preferred.

Permanent contract

Full-time contract