Italy / USA Coordination – Global Service, FAT & SAT, CRM
Location:
Nova Milanese (MB), Italy
International scope:
Italy, the USA, and global customers
Travel required:
Frequent planned international travel
Employment type:
Full-time
Monzesi S.p.A. Società Agevolazioni
is a historic Italian manufacturer specializing in high-precision grinding solutions, with strong expertise in centerless and double-disc grinding technologies and an expanding international presence, including the United States.
To support the next phase of industrial and commercial growth, we are seeking an
After-Sales Service Director
who will lead and coordinate the entire after-sales service function across Italy and the USA. They will also take direct responsibility for
FAT & SAT activities
and oversee
CRM-related service processes and teams
.
This is a strategic leadership position that combines service operations, customer success, technical coordination, field execution, process organization, and international team alignment.
Key Responsibilities
The chosen candidate will oversee the overall direction, organization, and performance of the after-sales service function, emphasizing operational excellence, customer satisfaction, and business growth.
Main responsibilities include:
Lead and develop the global
after-sales service organization
across the United States and Italy.
Coordinate service operations related to:
Installation Start- and start-up Support
Commissioning and on-site interventions
Maintenance activities
Troubleshooting and emergency response
Retrofit and upgrade initiatives
Spare parts and technical support
Take full responsibility for planning, coordinating, and executing
FAT (Factory Acceptance Test)
and
SAT (Site Acceptance Test)
activities.
Ensure FAT and SAT processes are well-organized, documented, monitored, and aligned with contractual, technical, and quality standards.
Coordinate internal technical functions involved in FAT/SAT, including service, operations, engineering, automation/software, quality, and project teams.
Oversee and coordinate the activities of
service coordinators in Italy and the USA.
Oversee and improve the use of




CRM tools and service workflows
, ensuring accurate management of customer requests, service tickets, field reports, installed base data, follow-up actions, and commercial opportunities linked to after-sales services
Drive the implementation of structured service KPIs, dashboards, and reporting systems
Support the development of service business growth, including maintenance contracts, spare parts, retrofits, upgrades, and customer retention initiatives
Ensure strong coordination with sales, project management, production, technical office, and administration
Act as a senior interface with customers during critical project phases, escalations, acceptance testing, and post-installation support
Contribute to the continuous improvement of service standards, responsiveness, documentation, and customer communication
Help build a scalable international service model consistent with the company's strategic growth in Europe and North America
Required profile
We are seeking a strong technical and managerial candidate with proven experience in industrial machinery, international field service, and customer-facing technical operations.
Must-have requirements:
Proven experience in a senior role within
after-sales service
,
technical support, field service management
, or similar functions in the
machine tool
,
industrial automation
,
capital equipment
, or related manufacturing sectors.
Solid experience in managing
international service activities
Direct experience with
FAT & SAT management
Strong experience in coordinating technical teams, service engineers, and cross-functional departments
Excellent command of
English and Italian
(spoken and written) –
mandatory
Full willingness and availability to travel internationally on a frequent basis –
mandatory




Strong customer orientation and ability to manage high-level technical and operational discussions
Strong organizational and problem-solving skills
Ability to work under pressure, prioritize critical issues, and manage complex service scenarios
Good familiarity with
CRM systems
, service ticketing processes, and reporting tools
Preferred qualifications
Degree in Mechanical Engineering, Industrial Engineering, Automation Engineering, or a related technical background.
Experience in grinding machinery, machine tools, automation lines, or precision industrial systems
Experience in coordinating activities between
Europe and the United States
Understanding service economics, installed base growth, and aftermarket business strategies.
Familiarity with ERP/CRM integration and service performance monitoring
Leadership experience in global and diverse cultural settings
Proficiency in Italian alongside English; additional languages are a plus.
Six sigma & green/black belt.
Key competencies
Leadership and Team Coordination
International Service Management
FAT / SAT execution and governance
Customer Relationship Management
Technical and commercial mindset
Planning and operational discipline
Escalation Management
Cross-functional collaboration
Process improvement and KPI focus
Excellent communication and negotiation skills
What we offer
A strategic leadership position in a company with a rich industrial history and global ambitions.
The chance to develop and organize a contemporary global after-sales team
Active participation in major customer projects and high-impact technical and commercial activities.
An international environment with increasing responsibilities between Italy and the USA.
Competitive package based on experience and profile
How to apply
If you possess the technical expertise, leadership mindset, international service experience, and strong English communication skills required for this role, we would be glad to hear from you.
Apply through LinkedIn or send your application directly to the company at:
******
.
Note in the subject line: Application – After-Sales Service Director.

📌 After-Sales Service Director (Milano)
🏢 Monzesi
📍 Milano