Lead the entire customer service workflow: * Installation of new equipment, * Warranty-related services, * Customer follow-up under preventive maintenance and post-warranty contracts. Act strategically to ensure customer satisfaction, providing support to internal demands from the customer service and support team, and assisting the sales team, ensuring alignment, agility, and efficiency in processes. **Responsibilities and Duties** * Manage and lead the team in an integrated manner, fostering collaboration across teams and aligning with departmental objectives. * Monitor the flow of open service tickets, ensuring efficient execution of installation, warranty, and preventive maintenance services. * Ensure customer satisfaction by monitoring KPIs, feedback, and proactively resolving pending issues. * Lead continuous improvement projects focused on optimizing processes and organizing the service workflow, aiming to close service tickets within the consolidated timeframe of 24 to 48 hours. * Ensure team engagement through clear communication, performance tracking, and recognition of deliverables. **Requirements and Qualifications** * Degree in Business Administration or related fields. * MBA in Strategic Human Resource Management is desirable. * Proven experience in customer service. * Knowledge of Zendesk and Protheus is desirable. * Intermediate proficiency in Excel (data manipulation, analysis, and simulations). * Strong verbal and written communication skills, as well as negotiation ability. * Proactive, agile profile with strong problem-solving skills. * Ability to work under pressure. ### **JOIN PRÁTICA AND CONTRIBUTE TO THE EVOLUTION OF THE FOOD INDUSTRY!** **At Prática, we create solutions that transform the daily operations of the food industry. If you seek a technology- and innovation-focused environment where continuous development is part of everyday routine, this could be your opportunity!** Founded in 1991 by brothers André and Luiz Eduardo Rezende, Prática Produtos SA is a company dedicated to developing and manufacturing innovative equipment for the foodservice and baking industries. With over three decades of experience, we have built a solid reputation in the Brazilian market and expanded internationally, exporting to more than 45 countries. Our headquarters remain in Brazil, but today we also operate subsidiaries in Chile, the United States, and Germany. With a long-term vision, we consistently strive to deliver high-quality solutions that meet our customers’ needs while promoting innovation, efficiency, and sustainability. Prática Produtos SA believes that the company’s success is sustained by the success of all our stakeholders: customers, employees, suppliers, and partners. Therefore, we continuously improve our products and services while maintaining ethical, transparent management focused on excellence. We are guided by strong values that reinforce our commitment to trust, mutual respect, and collaboration. We continuously invest in new technologies and in a work environment that fosters constant development, always with the vision of building a solid and prosperous future for everyone. **OUR VISION** --------------- To be a world-class, globally operating company, achieving recognized excellence in customer service, products, production processes, and administrative systems.