Position Summary
The Service & Support Manager – Americas is responsible for leading all service, technical support, and customer care activities across North, Central, and South America. The role ensures that customers receive world-class support throughout the lifecycle of AV Flexologic equipment, from installation and commissioning to maintenance, troubleshooting, and upgrades.This position oversees regional service engineers, coordinates field service activities, manages service contracts, and ensures rapid resolution of technical issues. The Service & Support Manager works closely with Sales, Engineering, and Global Support teams to maximize machine uptime, strengthen customer relationships, and drive continuous improvement in service delivery.
Key Responsibilities
Regional Service Leadership
Lead and manage all service and technical support operations across the Americas region
Supervise and develop a team of field service engineers and technical specialists
Plan and coordinate installations, commissioning, and service visits
Ensure high levels of customer satisfaction and service quality
Customer Support & Issue Resolution
Act as the primary escalation point for complex technical issues
Ensure rapid troubleshooting and resolution of machine or software problems
Work closely with engineering teams to identify root causes and implement corrective actions
Maintain clear communication with customers regarding progress and solutions
Service Operations Management
Manage scheduling of service visits, preventive maintenance, and emergency interventions
Oversee service contracts, warranty cases, and service agreements
Ensure accurate service documentation and reporting
Monitor service KPIs such as:
Response time
Machine uptime
First-time fix rate
Customer satisfaction
Technical Expertise
Maintain strong knowledge of:
Mounting machines and related equipment
Vision systems and camera technologies
Software and automation systems
Mechanical and electrical troubleshooting
Support remote diagnostics and software support when required
Cross-Functional Collaboration
Work closely with:
Sales teams on customer projects and upgrades
Engineering on product improvements
Production on installation planning
Logistics for spare parts coordination
Service Business Development
Promote and support the growth of service contracts and preventive maintenance programs
Identify opportunities for upgrades, retrofits, and software enhancements
Support the introduction of new technologies such as AVI (Advanced Visual Intelligence)
Team Development
Recruit, train, and mentor regional service engineers
Ensure engineers maintain high levels of technical competency and safety compliance
Foster a customer-focused service culture
Qualifications
Education
Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Automation, or related field
Advanced technical certifications are a plus
Experience
Minimum 7–10 years experience in technical service, field engineering, or industrial equipment support
At least 3–5 years in a leadership role
Experience managing international service operations
Skills
Strong technical troubleshooting ability
Excellent leadership and team management skills
Strong customer relationship management
Ability to operate effectively in a fast-paced international environment
Excellent communication skills in English (Spanish and/or Portuguese a plus)
Key Competencies
Customer Focus
Technical Leadership
Problem Solving
Operational Planning
Cross-Cultural Communication
Continuous Improvement
Travel Requirements
Frequent travel within North, Central, and South America
Occasional travel to company headquarters or global customer locations
Reporting Structure
Reports to: Service & Support Manager - Global
Direct Reports: Regional Field Service Engineers and Support Specialists
Success Metrics
Success in this role is measured by:
Customer satisfaction and retention
Machine uptime and service response times
Growth of service contracts
Successful installations and commissioning
Development and performance of the regional service team
Benefits
Working for our company comes with great benefits for you as well. Apart from a challenging and interesting job and nice colleagues, we offer among other things:
Competitive salary;
Workweek of 5 days (40 hours per week – from Monday to Friday);
20 vacation days per year;
8% Holiday allowance;
Christmas bonus (Aguinaldo).
