Job Description

This Country Service & Project Support Manager position is with Kysor-Warren Epta, part of the global Epta Group, located in Querétaro. As a key member of the team, you will play a vital contributing to support the local after sales process, implementing corporate solutions at local level in line with the business needs

Your contribution

Manages first line supervisors that are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail. May also manage customer service representatives’ employees directly.

• Support in defining guidelines, procedures, best practices and tools implementation at local Level collecting feedback to adapt and upgrade them
• Maintain relationship with customers, internal team, AS Area Manager and Service Technical in order to ensure excellent customer service
• Act as point of escalation for issues during project monitoring
• Manage the KPIs, monitoring them and define the right solution in case of misalignment
• Collaborate and monitor external call center, also through definition and control of KPIs/ SLA, procedure and contract
• Find new solutions in order to improve the after sales activities
• Interface with the market referred to e-commerce platform
  
  
  

Your journey

Attention to detail, teamwork, results orientation, analysis and monitoring, management processes

Additionally, you have the following:

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 8 years related experience. Requires at least 3 years’ experience as a manager.
• Excellent written and verbal communication skills, including effective listening skills.
• Requires extensive knowledge of the organization, products and services.
• May require advanced problem solving.
• Must be able to train, evaluate and direct the work of assigned employees.
• Requires ability to establish policies and manage business and operational aspects of assigned call center.
• English advanced
  
  
  

Don’t let a few unmet requirements chill your enthusiasm! If you’re excited about the role and believe you have the potential to excel, click “Apply” anyway. We love fresh energy and are eager to see what you bring to the table!

Why work for Epta

At Epta, we believe our employees are the driving force behind our success. That’s why we offer a thoughtful range of perks designed to inspire, support, and celebrate our team every step of the way.

• Join Epta in this permanent role, where you'll experience a great blend of new technologies and a modern workplace culture.
• We take development opportunities seriously! Take part in a variety of training through our Epta Academy and external training partners.
• Epta offers the opportunity for remote work whenever possible, along with providing the necessary technical equipment.
• Balance work and personal life perfectly with our flexible working hours.
• Give back more than we receive: Join our volunteering activities and help make the world a better place.
  
  
  

Our story

We at the Epta Group are a dynamic and growing international company, delivering cutting-edge commercial refrigeration solutions that impact everyday life—from ensuring fresh food in supermarkets to keeping the perfect chill in your favorite café. Our global network includes manufacturing facilities, sales entities and service organizations —all working together to provide sustainable and innovative solutions. We support customers in their green transition and support them as a fully integrated provider, from the layout of the store to the after-sales support.

With over 8,000 employees, Epta fosters an environment of continuous development. We offer career growth, extensive training, and the opportunity to thrive in a company where every challenge is a chance to create value and inspire our people. Guided by our values, we are committed to professional excellence, sustainability, and innovation in every aspect of our work.

We welcome applications from all individuals, regardless of gender, race, ethnicity, religion, sexual orientation, disability, parental status, or social origin. At Epta, your unique perspective is what keeps us innovative and cool. Learn more about diversity & Inclusion at Epta HERE .