Sebastian Jakobs
Cajica
Summary
Dynamic and results-driven industrial professional with over a decade of international experience in technical service, customer care, digital solutions, and sales leadership within the plastic machinery industry. Proven expertise in managing complex service operations, leading cross-functional teams, and driving regional growth across Latin America, particularly in the Andean markets.
Skilled in coordinating large-scale machine installations, handling high-level technical escalations, and implementing digital service strategies. Strong background in after-sales management, warranty and complaint resolution, and customer lifecycle support. Demonstrated ability to streamline operations, optimize resource planning, and maintain high customer satisfaction through proactive and structured leadership.
Held key strategic and legal responsibilities, including acting as legal representative for KraussMaffei in Colombia and overseeing full administrative operations of the regional office. Adept at bridging the gap between technical execution and commercial strategy, with a track record of supporting business development, leading regional sales efforts, and introducing tailored service solutions that boost customer retention and revenue.
Fluent in cross-cultural communication and experienced in liaising with global headquarters in Germany and China to align local execution with international standards and innovations.
Overview
15
15
years of professional experience
Work History
Customer Care Service/ Sales Director Andina
KraussMaffei Group Andina S.A.S.
01.2023 - Current
- Directed regional customer care, after sales and training operations across Andean region overseeing technical service, spare parts, project execution and customer satisfaction in alignment with KraussMaffei global regulations and standards
- Held administrative and legal responsibility for Colombian subsidiary, acting as official legal representative and ensuring compliance with local regulations, corporate governance financial protocols as well safety regulations and employee protection due law guidelines
- Led and developed cross-functional service teams, managing workforce planning, budgeting, training and performance KPI while promoting customer-centric service delivery across all support channels
- Managed escalated cases and strategic partnerships, saving as the key interface between customers, local providers and global headquarters to resolve technical challenges and identify growth and costs saving opportunities
- Implemented operational improvements and digital service initiatives, expanding the adoption of remote diagnostics, service contracts and predictive maintenance offerings across the Andean region for all divisions in IMM, AUT, EXT and RPM
- Supporting in the LATAM sales team for the Andean region in the push of new machine sales and implementation of new target strategies to win new custumers
Complaint & Warranty Management DSS LATAM
KraussMaffei Group Andina S.A.S.
05.2020 - Current
- Led end-to-end complaint and warranty management for the LATAM region, overseeing all customer claims related to spare parts, service performance and machine functionality. Ensured swift and technically accurate resolutions through root cause analysis, corrective actions and coordination with service teams, logistics and engineering departments
- Served as primary point of contact between LATAM customers, internal departments and German Headquarters for escalated technical issues and warranty cases. Maintained clear communication, provided guidance on warranty terms and ensured that customers expectations were met during all stages of the resolution process
- Drove Process transparency and continuous improvement by maintaining detailed records in SAP, monitoring case trends and reporting KPIs to regional and global DSS leadership. Actively contributed to startup success by managing early-phase complaints and supporting quality improvement initiatives across the LATAM market as well cost saving methods
Offer & Order Management DSS LATAM
KraussMaffei Group Andina S.A.S.
05.2020 - Current
- Managed end-to-end DSS operations across LATAM, including offers, orders, spare parts sales and service contracts, ensuring seamless customer experiences and operational excellence in coordination with the Customer Care Team
- Handled customer escalations and cross-regional coordination with germany and the Americas, driving solutions for startup complaints, logistical issues and technical challenge, while contributing to strategic initiatives for increasing service and SpareParts revenue
- Monitored and reported regional performance aligning closely with DSS Leadership to support strategic planning and continuous improvement
- Lead the DSS LATAM Customer Care Team overseeing daily operations, KPIs, System Workflows and team development through training, performance reviews and talent development initiatives
Aftersales Manager Andina
KraussMaffei Group Andina S.A.S.
07.2019 - 01.2023
- Lead regional service operations across the Andean Market, managing a multidisciplinary team of technicians and customer care staff, Oversaw all aspects of service delivery, including training, field support, safety, workload planning, budget control, and equipment management to ensure efficient execution and high-quality customer service
- Acted as the primary technical and strategic interface between customers, regional sales and headquarters as well with LATAM region. Delivered expert support for startups, retrofits, troubleshooting and technical escalations - both remotely and on-side - while also supporting sales with solution-orientated advice on quotations, SpareParts and Service Offerings
- Implemented/Drove regional aftersales performance and growth by building strong client relationships, promoting service contracts, coordinating interdepartmental efforts, preparing operational reports and identifying new market opportunities. Consistently aligned technical execution with KraussMaffei global standard and customer expectations
Technical Manager Mexico
KraussMaffei LATAM
07.2019 - 01.2021
- Managed critical on-side interventions during production breakdowns, applying root cause analysis and implementing sustainable technical solutions under pressure and provided expert technical support for complex issues that could not be resolved locally, including visits to analyse root causes and define structured solution together with headquarter
- Coordinated cross-functional resolution of recurring field issues by collaborating with engineering teams in germany, resulting in product improvements and reduced support volume, developed and implemented standardized work procedures for the Customer Care team to ensure consistent and high-quality service
- Acted as technical advisor for major retrofits and large-tonnage machine startups, supporting both remote and on-side operations across the regions and facilitated communication between German Headquarters and local teams by providing timely and accurate information and solutions
Service Manager Andina
KraussMaffei Group Andina S.A.S.
11.2018 - 07.2019
- Lead and managed all service operations across the Andean Region, ensuring high performance and customer satisfaction for KraussMaffei/Netstal Injection molding, automatization and process machinery
- Directed a team of field service technicians and engineers, including planning, training, task allocation and performance management with scheduling and deployment of technical resources for machine installations, maintenance, upgrades and urgent repairs, optimizing service efficiency and cost control
- Acted as a regional interface between customers, sales and headquarters in Munich and Swiss to align service delivery with business goals and technical requirements
- Analyzed service KPIs and customer feedback to continuously improve regional service strategy and operational execution with delivering regular reports and insights to global service management on regional performance, challenges and growth opportunities
International HelpDesk Support Engineer
KraussMaffei Technologies GmbH
02.2016 - 11.2018
- Provided first- and second-level technical support, to other subsidiaries, technicians or customer directly, resolving Hardware, software and other issues across different time zones in delivering remote troubleshooting via phone, email o remote desktop tools, ensuring timely resolutions of service requests
- Maintained high customer satisfaction ratings trough clear communications, professionalism, and proactive follow-ups with all the international field technicians, engineers and office staff from the different expertise departments
- Planned and coordinated field service technician developments worldwide, optimizing resource allocation and aligning with project timelines and customer needs as well as a key communication bridge between customers, technicians and internal departments to ensure a smooth service execution
Internacional Service Technician
KraussMaffei Technologies GmbH
02.2014 - 11.2018
- Installed, maintained and repaired complex technical machine equipment at customers sites worldwide, boosted customer satisfaction with prompt and efficient inspected & diagnosed operational issues, troubleshoot, modifications upgrades at different IMM and AUT and routine maintenance protocols
- Provided on-site technical support and training to clients across diverse regions in Germany, Europe and mainly USA and Canada as primary technical liaison between company and national/international customers, ensuring clear communication and high customer satisfaction in high-pressure environments, demonstrating strong problem- solving and troubleshooting skills
- Achieved high client retention rates by providing exceptional service performance and follow-up on all installations, troubleshoots,retrofits,repairs along with the service reports and documentation to ensure compliance with customer requirements and company standards
- Demonstrated flexibility and resilience while working independently in diverse and often changing environments to customers proper methods for operating equipment after it had been installed, trained operation personal from customer of machine functions
- Maintained up-to-date knowledge of new technologies and tools to continually enhance service efficiency and effectiveness
Apprenticeship Trainee
KraussMaffei Technologies GmbH
09.2010 - 02.2014
- Apprenticeship as Electronics technician for automation technology - High Focus in build a solid foundation in industrial electrical and automation technology during university school and practical in-side company lessons with expanding my technical expertise, mastering constantly growing machine knowledge from production side
- Gained hands-on experience in assembling, wiring, and commissioning of IMM machines while completed assigned tasks at different departments at machine production side under the guidance of experienced technicians and engineers with a high efficiently and excellent performed results from my extraordinary practical skills
- Contributed to several projects success in production assisting team members with various challenges, demonstrating commitment and teamwork
- Traveling already to USA during Trainee time to perform service on customer side together a with local Supervisor, regarding the results of my great working performance at KMT
Education
Certificacion For Professional Technical Engineer -
Berufsschule Aubing
Aubing, Germany01-2014
High School Diploma -
Staatliche Realschule Puchheim
Puchheim, Germany01-2010
High School Diploma -
Grundschule Groebenzell
Groebenzell, Germany01-2004
Skills
- Leadership
- Adaptation/Flexibility/Creative
- Time Management
- Communication/Teamwork
- Goals and Performance Focused
- Creative Problem Solving
- Trilingual German/English/Spanish
- Responsability
Hobbies
- Golf
- Skiing
- Interest in Cars
Timeline
Customer Care Service/ Sales Director Andina
KraussMaffei Group Andina S.A.S.
01.2023 - Current
Complaint & Warranty Management DSS LATAM
KraussMaffei Group Andina S.A.S.
05.2020 - Current
Offer & Order Management DSS LATAM
KraussMaffei Group Andina S.A.S.
05.2020 - Current
Aftersales Manager Andina
KraussMaffei Group Andina S.A.S.
07.2019 - 01.2023
Technical Manager Mexico
KraussMaffei LATAM
07.2019 - 01.2021
Service Manager Andina
KraussMaffei Group Andina S.A.S.
11.2018 - 07.2019
International HelpDesk Support Engineer
KraussMaffei Technologies GmbH
02.2016 - 11.2018
Internacional Service Technician
KraussMaffei Technologies GmbH
02.2014 - 11.2018
Apprenticeship Trainee
KraussMaffei Technologies GmbH
09.2010 - 02.2014
Certificacion For Professional Technical Engineer -
Berufsschule Aubing
High School Diploma -
Staatliche Realschule Puchheim
High School Diploma -
Grundschule Groebenzell
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