At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.
And we need people like you to make it happen.
We empower you to reach your potential with opportunities to make an impact to be proud of – for food, people and the planet.
Job Summary
As a global leader in food processing and packaging, Tetra Pak delivers world-class, cutting-edge solutions that help ensure food safety and quality across the globe. Our portfolio spans advanced technologies and services that drive innovation and support our customers in optimizing performance, reducing environmental impact, and meeting the ever-changing needs of the food industry. But beyond the solutions we design, it’s the people behind them who make the difference — talented professionals driven by purpose, innovation, and a shared commitment to protecting what’s good.
We are looking for a Service Delivery Manager to lead the execution of technical services in Chile. This strategic role is responsible for ensuring world-class service delivery, optimizing resource utilization, enhancing customer satisfaction, and developing the capabilities of the field force. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a solid technical background to manage the customer service operations in an efficient manner by liaising and leveraging the cross-functional teams.
You will be travelling 75% of your time to our customer sites (Chile).
You will be based in preferably in Santiago, Chile.
Tetra Pak is not sponsoring visa or relocation for this position.
What you will do
As a Service Deliver Manager, you will:
- Lead the supervision of field force activities to ensure that they are executed to a high standard and in line with agreed procedures, safety standards and regulations, ensuring that all assignments are manned in an efficient and effective way to satisfy customers;
- Drive growth, profitability and capabilities in Technical Service business Customer Management responsibilities for a large segment of the business in the market area deploy the Technical Services portfolio;
- Lead the support to the FSE to resolve issues, making sure the Problem Solving Methodology and Issue Resolution escalation process is consistently followed and applied to ensure rapid and permanent resolution;
- Provide regular and consistent communication to relevant stakeholders, including account teams, on issue status and next steps;
- Serve as Issue Driver, as required;
- Lead the consistent use and application of global standards, processes and tools, for each type of service delivery. Perform regular audits of service execution and follow up with relevant improvement action plans;
- Lead the analysis and follow up of Customer Experience Surveys and feedback from account teams in own area of responsibility, drive relevant action plans to improve customer satisfaction;
- Lead the timely and high quality completion of all relevant technical reports from the team in own area of responsibility;
- Lead, develop and manage the field force team according to the global HR processes, standards and definitions;
- Participate in the identification of talent/potential candidates for promotions, rotation assignments and career migrations.
- Participate in creation and lead execution of the competence development and certification plans for the field force in own area of responsibility;
- Participate in market area tactical planning and resourcing process, by providing relevant inputs for capacity and competence development;
- Participate in extended account teams in own area of responsibility to ensure the service delivery meets expectations of account team and customer stakeholders;
- Foster a culture of engagement and motivation within the field force team by promoting open communication, recognition, and continuous feedback practices;
- Act as a role model and coach, inspiring high performance and aligning team efforts with company values and strategic goals;
- Lead local initiatives to strengthen employee engagement, collaborating with HR and cross-functional teams to implement programs that enhance team morale, retention, and well-being;
We believe you have
- Experience leading technical field service teams, preferably in food industry;
- Leadership and team development skills, including performance management and talent development;
- Proven experience in managing B2B customer relationships and resolving service-related issues;
- Technical knowledge of industrial equipment, including preventive and corrective maintenance practices;
- Understanding of maintenance and reliability concepts;
- Continuous improvement focus, experience implementing continuous improvement initiatives such as Lean Six Sigma, Kaizen, Issue Resolution, Problem-Solving Methodology;
- Strong interpersonal and communication skills, with the ability to inspire, influence, and engage in diverse teams;
- Ability to build a positive team culture, foster collaboration, and drive employee engagement initiatives;
- Ability to work in highly dynamic environments, managing multiple priorities;
- Fluent English is highly desirable.
Internal candidates from the CSO area holding an SDE position must be at the S3 level and have achieved all of the requirements and years in position to be advanced to an next level.
We Offer You
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
- A culture that pioneers a spirit of innovation where our industry experts drive visible results
- An equal opportunity employment experience that values diversity and inclusion
- Market competitive compensation and benefits with flexible working arrangements
Apply Now
If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at https://jobs.tetrapak.com/.
This job posting expires on July 21.
Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.
