Francesco Barbatano
Condove,Torino
Profilo professionale
Service Manager with over 20 years of international experience in industrial and advanced manufacturing, specializing in metal 3D printing and laser cutting technologies. Proven track record in leading EMEA service operations and managing cross-regional field service teams, including five years based in Mexico overseeing technicians and customers across multiple countries.
Expert in driving process optimization, improving service performance, and enhancing customer satisfaction. Strong background in managing complex technical escalations, coordinating with global HQ and R&D teams, and overseeing service financials, including quotations and cost control. Recognized for building structured service organizations, developing partner networks, and delivering consistent results in demanding international environments.
Panoramica
18
18
years of professional experience
Esperienza lavorativa
Service Manager EMEA
BLT Europe GmbH
Smart working
2024.09 - ad oggi
- Lead service operations across EMEA, managing a team of field engineers and ensuring high performance, efficiency, and customer satisfaction.
- Improve service performance through process optimization, reducing response times and enhancing overall operational efficiency.
- Act as escalation lead for complex technical issues, coordinating with HQ and R&D to ensure fast and effective resolution.
- Build and manage key customer and partner relationships, supporting long-term business continuity and service growth.
- Implement and monitor structured service processes, including ticketing systems, KPI tracking, and performance reporting.
- Manage service financials, including preparation of quotations for maintenance, spare parts, and service activities, ensuring cost control and profitability.
- Develop partner capabilities through training and service enablement programs to strengthen regional support.
- Coordinate complex installations and manage critical service situations, minimizing downtime and operational impact.
Customer service engineer / Trainer
Trumpf Additive Manufacturing
2022.03 - 2024.09
- Performed preventive and predictive maintenance on metal 3D printing systems, minimizing downtime and ensuring reliability.
- Troubleshooting, diagnostics, and repair of electrical and automation systems (servo drives, PLCs, electronic boards, wiring).
- Utilized advanced laser equipment (optics, power meters, beam analyzers) for calibration and performance optimization.
- Planned processing activities based on material and parts availability, ensuring production continuity with temporary solutions when required.
- Prepared detailed technical reports supporting warranty validation and service documentation.
- Provided remote technical support using dedicated software, ensuring fast issue resolution.
- Collaborated closely with R&D to support product improvements and continuous development.
Customer service engineer
SLM Solutions
2020.03 - 2022.03
- Performed preventive and predictive maintenance on metal 3D printing systems, minimizing downtime and preventing failures.
- Troubleshooting, diagnostics, and repair of electrical and automation systems (servo drives, PLCs, electronic boards, wiring).
- Utilized advanced laser equipment (optics, power meters, beam analyzers) for system calibration and optimization.
- Planned processing activities based on material and parts availability, ensuring production continuity through temporary solutions when needed.
- Prepared detailed technical reports for repair activities, supporting warranty validation processes.
- Evaluated customer processes and operator performance, identifying training needs and supporting continuous improvement.
Service Coordinator
Prima Additive
Collegno, Torino
2018.02 - 2020.02
- Contributed to the creation and development of the customer service division, including service contracts and rate definition.
- Planned and coordinated technical interventions and new installations, including pre-installation site assessments.
- Conducted regular supplier visits to analyze products, verify technical aspects, and review documentation in coordination with R&D.
- Proposed product improvements (safety, wiring diagrams, manuals, procedures) based on field feedback.
- Managed spare parts structuring, including list creation, coding, and cataloging.
Key account
Prima Power Messico
San Luis Potosi, Messico
2015.10 - 2018.01
- Supported commercial activities and developed customer relationships through after-sales and follow-up initiatives.
- Increased sales through customer training and improved spare parts management.
- Established and managed a local spare parts warehouse to support key customers (Level I & II).
- Resolved customer issues and disputes, achieving ~90% customer satisfaction.
- Identified customer needs and recommended solutions to support business growth.
Customer service engineer
Prima Power Messico
San Luis Potosi, Messico
2014.01 - 2015.09
- Performed preventive, predictive, and corrective maintenance on 3D laser cutting systems, minimizing downtime and ensuring reliability.
- Utilized advanced laser equipment, including optics, power meters, and beam analyzers, for diagnostics and optimization.
- Planned and optimized processing activities based on material and parts availability, ensuring production continuity.
- Customized and upgraded machines to meet specific customer production requirements.
- Assessed customer processes and operator performance, identifying training needs and supporting skill development.
Technician
Prima Industrie
Collegno, Torino
2007.01 - 2014.01
- Commissioning, testing, and installation of 3D laser cutting systems.
- Troubleshooting and repair of electrical and automation systems (servo drives, PLCs, electronic boards, wiring).
- Operation and calibration of laser systems, including optics, power measurement, and beam analysis.
- Ensured equipment performance, efficiency, and safety through diagnostics, procedures, and technical documentation.
- Coordinated installation projects and collaborated with international teams and customers to ensure proper execution and planning.
Istruzione
Diploma - Electronics technician
Institute Romolo Zerboni
TurinCompetenze
Service Operations Management
Leadership - Team Management
Customer Relationship - Key Account Management
KPI - Performance Management
Financial Management (Quotations, Cost Control, Profitability)
Process Optimization - Continuous Improvement
Project - Installation Management
Escalation - Crisis Management
Cross-functional Coordination (HQ, R&D, Engineering)
Strong Communication - Negotiation
Risultati conseguiti
- Established and scaled a new branch in Mexico, building local service operations from the ground up
- Increased CNC machine productivity from 70% to 90% and significantly reduced downtime
- Drove up to 100% sales growth over three years
- Managed key international accounts (Magna, Gestamp, Ferrari), strengthening customer retention and long-term relationship
LANGUAGES
Spanish
Avanzato
C1
English
Intermedio avanzato
B2
Cronologia
Service Manager EMEA
BLT Europe GmbH
2024.09 - ad oggi
Customer service engineer / Trainer
Trumpf Additive Manufacturing
2022.03 - 2024.09
Customer service engineer
SLM Solutions
2020.03 - 2022.03
Service Coordinator
Prima Additive
2018.02 - 2020.02
Key account
Prima Power Messico
2015.10 - 2018.01
Customer service engineer
Prima Power Messico
2014.01 - 2015.09
Technician
Prima Industrie
2007.01 - 2014.01
Diploma - Electronics technician
Institute Romolo Zerboni