North America After Sales & Service Manager

North America After Sales & Service Manager Coesia - 3.5 Allentown, PA Job Details 1 day ago Benefits Paid parental leave Health savings account Paid holidays Disability insurance Health insurance Paid time off Parental leave 401(k) 6% Match 401(k) matching Qualifications Project team coordination Customer relationship building English Client relationship development Industrial equipment troubleshooting Technical troubleshooting support Cross-functional collaboration Cross-functional team management Cross-functional communication Full Job Description About the Company GDM is a leading organization headquartered in Offanengo, Italy. As a key player in the tissue & hygiene industry, we specialize in developing state-of-the-art converting and packaging lines. Our business portfolio encompasses a wide range of innovative solutions in designing and manufacturing turn-key integrated lines for the production of different disposable hygiene products, including baby diapers and pants, adult incontinence solutions and lady sanitary pads. We strive to continuously expand our offerings and enhance our capabilities to meet the evolving needs of our customers. For more detailed information about GDM and its comprehensive business landscape, please visit www.gdm-spa.com. GDM 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 The After Sales & Service Manager, reporting to the Head of Customer Service, is responsible for managing and optimizing post-sales activities in North and South America, ensuring high-quality service for customers. In addition to typical after-sales activities, this position plays a transversal role in supporting the management and coordination of company projects in the area, collaborating with various departments to ensure alignment with strategic and operational goals. Responsibilities may include but are not limited to: Serve as the primary technical interface for GDM machinery customers in the U.S., managing post-sale technical support and troubleshooting while engineering and coordinating tailored solutions—including configuration changes, retrofits, and spare parts development—to sustain and improve machine performance. Leveraging a deep understanding of customers' operating environments, the role develops short- and long-term customer-specific proposals to support post-sale service strategies and capital equipment investment planning. Consolidate and strengthen relationships with U.S. customers, promoting loyalty, satisfaction, and long-term partnerships through proactive and consistent support. Define, in alignment with the Head of Customer Service, the strategy for developing GDM business in North and South America, identifying growth opportunities and contributing to market expansion. Coordinate and schedule deployment of field technicians, remote technicians, and sales representatives according to post-sale service needs of customers. Oversee day-to-day operation of the spare parts unit of Flexlink Systems Inc. devoted to GDM Business, ensuring proper engineering and development of parts, appropriate sourcing, management of the local GDM warehouse, and harmonization with demand and developments in the field. Play a transversal role in supporting managing company projects in North and South America, fostering collaboration among departments and ensuring operational activities align with corporate strategies What You Need to Be Successful 6+ years of technical aftersales or customer service experience in capital equipment, automation, or industrial machinery environments, preferably within packaging, material handling, or similar industries. Strong technical foundation , with the ability to serve as a primary customer interface—supporting troubleshooting, retrofits, configuration changes, and spare parts engineering to ensure optimal machine performance. Proven experience coordinating cross‑functional and transversal activities , working closely with engineering, sales, service, operations, and supply chain teams to support regional projects and strategic initiatives. Customer‑focused mindset with strong relationship‑building skills , including experience developing customer‑specific service strategies and supporting both post‑sale service needs and long‑term capital equipment planning. Willingness and ability to travel 40-50% of the time , both domestically and internationally, across North and South America (and occasionally Europe), to support customers, service teams, and internal stakeholders.

Language skills:

English required; Spanish and/or Italian preferred but not required, given interaction with customers and internal teams across multiple regions. Our Offer Coesia North America offers a competitive benefit package which includes, among other things: 401K offering 6% company match with no vesting period. Flexible remote work offering. 8-weeks paid parental leave. Multiple health benefit & insurance options. PTO, sick time, and 12 observed calendar holidays. Company paid short-term disability (80% wager placement) & long-term disability. HSA company contribution for individual & employer family coverage.

Job Reference:

CGS13138