Customer Support Director

Description

Job Summary: We are seeking a Customer Support Director to lead a multidisciplinary team, ensuring operational excellence and customer satisfaction in the after-sales service area. Key Highlights: 1. Leadership of a multidisciplinary team of 15 people. 2. Integrated management of technical assistance and maintenance operations. 3. Organizational culture focused on employee well-being and development. Cachapuz – Weighing \& Logistics Systems, Lda. is recruiting a Customer Support Director. JOB MISSION Ensure operational excellence and customer satisfaction in the after-sales service area by leading a multidisciplinary team of 15 people. The Customer Support Director is responsible for the integrated management of technical assistance, installation, conformity assessments, modernizations, and maintenance contracts, ensuring close, results-oriented, and people-centered leadership. KEY RESPONSIBILITIES Operational Management Plan, coordinate, and supervise all departmental activities: technical assistance, installations, conformity assessments, modernizations, and maintenance contracts. Ensure process efficiency, adherence to deadlines, and service quality delivered to customers. Ensure effective management of technical resources and back-office operations, optimizing allocation of human and material resources. Monitor and report key performance indicators (KPIs) for the department, proposing continuous improvements. Team Leadership and Development Lead 15 employees with an empathetic, responsible, and human-centered approach, fostering an environment of trust and motivation. Promote team professional development by identifying training needs and growth opportunities. Conduct regular performance evaluations, providing constructive feedback and recognizing individual and collective contributions. Foster transparent internal communication and align the team with organizational values and objectives. Customer and Partner Relations Serve as the escalation point for critical or highly complex customer situations, ensuring prompt and effective resolution. Develop and maintain long-term partnership relationships with strategic customers, focusing on loyalty and satisfaction. Identify opportunities to improve the customer experience and translate such feedback into concrete actions. Strategic and Budgetary Management Participate in defining the service department’s strategy, aligning operational goals with the company’s vision. Manage the department’s budget, controlling costs and maximizing profitability of contracts and interventions. Contribute to developing new services, maintenance packages, and solutions that add value for customers. REQUIRED COMPETENCIES Empathetic leadership Results orientation Team management Dynamism and adaptability Analytical thinking Communication and influence Customer focus PROFILE AND REQUIREMENTS Education and Experience Bachelor’s degree in Engineering (Electrical, Mechanical, Electronics, Automation, or related fields). Minimum of 7–10 years of professional experience, including at least 4 years in leadership roles managing technical or service teams. Proven experience in managing technical assistance, industrial maintenance, or after-sales service operations. Experience in weighing, automation, instrumentation, or manufacturing industries is preferred. Experience managing maintenance contracts and service quality metrics (SLA, NPS, response time). Technical Knowledge and Tools Familiarity with ERP systems and service management tools (CRM, ticketing, field scheduling). Basic knowledge of legal metrology and/or equipment conformity assessments (a differentiating factor). Proficiency in continuous improvement methodologies (Lean, Kaizen, or equivalents). Good command of English; Spanish and French are advantageous. Personal and Behavioral Competencies Dynamic, proactive profile with strong initiative. Human-centered and responsible leadership capable of inspiring, developing, and retaining talent. Strong sense of responsibility, rigor, and integrity. Effective stress management and ability to make decisions under pressure or ambiguity. Genuine alignment with an organizational culture grounded in well-being, people development, and operational excellence. We seek a leader who believes that results and people are not opposing goals — they are two sides of the same commitment. If you identify with this challenge and meet the requirements, please send your CV by email.