Customer Service Sales Area Manager Retrofits
Numero lavoro CGS12873 Nazione Spagna Sede: VOLPAK Città Santa Perpètua de Mogoda
About the Company
Volpak is a leading organization headquartered in Santa Perpétua de Mogoda, Spain.
As a key player in pouch-type packaging for over 40 years, we specialize in designing horizontal form-fill-seal, vertical multi-lane, and cartoning machines.
Our business portfolio encompasses a wide range of innovative solutions in consumer goods products, such as sauces & condiments, dairy, and confectionery, while extending its capabilities to meet the needs of other sectors like pet food, home care and chemicals.
We strive to continuously expand our offerings and enhance our capabilities to meet the evolving needs of our customers.
For more detailed information about Volpak and its comprehensive business landscape, please visit
Volpak is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia operates in 36 countries with 20 different companies and employs over 8,000 people as of 2023.
About the Role
As a Customer Service Arean Manager, you will be responsible for overseeing and optimizing customer service operations, ensuring high service standards, and meeting financial targets. You will coordinate cross-functional collaborations and maintain strong relationships with clients and partners.
Key Responsibilities
1. Deliver financial targets for Customer Service (Field Service, training, upgrades, rebuilds).
2. Ensure fast, complete, and cost-effective service delivery.
3. Set up Service Level Agreements and maintenance contracts in collaboration with Aftermarket Sales.
4. Manage complex customer claims using structured problem-solving methods.
5. Define goals for Customer Service employees and monitor their performance.
6. Work closely with Sales, Project, Engineering, and Assembly departments to meet customer needs.
7. Provide structured feedback to Engineering to improve products.
8. Coordinate with Coesia’s Service Organizations to optimize resource utilization.
9. Communicate clearly and transparently with end-users, OEMs, distributors, and agents.
10. Plan staffing, training, and recruitment in collaboration with HR.
11. Prepare reports for strategic decision-making.
12. Manage OPEX/CAPEX budgeting and cost control.
What You Need to Be Successful
13. Strong mechatronics knowledge.
14. Experience in customer handling and negotiation.
15. Understanding of multinational service needs.
16. Field Service experience.
17. Advanced English and Spanish proficiency.
18. Software/network engineering experience.
19. Customer-driven mindset.
20. Empathy and problem-solving approach.
21. Integrity, transparency, and teamwork.
22. Innovation and execution focus.
23. Willingness to travel up to 100 days per year
.