Technical Operations Manager

About the Company

SIPA S.p.A. is an Italian leader in the design, manufacture, and sale of machinery for the beverage, food, and packaging industries. Founded in 1984 and headquartered in Vittorio Veneto, Italy, SIPA is renowned for its production of injection stretch-blow molding machines used to create plastic containers, primarily PET bottles. The company provides a comprehensive range of solutions for the production of PET preforms, blow molding, filling lines, and automation systems, with a strong emphasis on sustainability. SIPA focuses on energy-efficient technologies and eco-friendly packaging solutions. With a global presence, the company collaborates with major brands in the beverage, food, and personal care sectors, delivering both equipment and integrated services. SIPA is a key player in the technology and engineering sectors, driving innovations in packaging and automation.

About the Role

The Technical Operations Manager serves as the primary point of contact for SIPA’s customers in the Middle East, overseeing all aspects of customer service and technical support within the region.

Key Responsibilities & Objectives

• Ensure the smooth execution of all operational activities related to components and manpower within the Middle East branch, ensuring technical and administrative efficiency.
• Lead and manage the branch's field technicians.
• Oversee the installation, maintenance, and support of SIPA machinery and systems within the region.
• Act as the first point of contact for all customer technical inquiries, offering expert support and managing urgent requests (first-level Help Desk).
• Drive customer satisfaction by delivering timely and high-quality technical support.
• Manage and coordinate interventions by field technicians, ensuring adherence to safety and organizational protocols.
• Monitor the performance and skill set of assigned field engineers, ensuring that all activities are tracked and updated in the system.
• Collaborate with HQ Customer Service and HR for recruitment and training of new technicians.

Key Requirements

• Language Skills: Fluent in English and Arabic.
• Education: Bachelor's degree or diploma in a technical field.
• Professional Experience: Prior experience in SIPA’s industry (Beverage filling lines/PET packaging), with expertise in technical service assistance and spare parts management. Proven experience in managing and coordinating field technicians.

• Knowledge: Strong technical knowledge of mechanics, electrics, PLC, and industrial machinery. Advanced proficiency in computer tools and systems.

• Personal Skills:

• Strong problem-solving, analytical, and synthesis skills.
• Proven leadership abilities with excellent decision-making skills.
• Customer-focused, results-driven, and capable of managing stress.
• Effective human resources management with strong authority and determination.
• Excellent communication skills, organizational skills, and attention to detail.
• Highly proactive, with a focus on maintaining order and precision.

Additional Information

• Travel: Willingness to travel across the Middle East region for customer visits, and occasionally to other countries.
• Reporting Line: Directly reports to the branch Management and functionally to the HQ Customer Service team.