Service & Support Manager - Americas

Position Description

Service & Support Manager – Americas

Office in Monterrey, Mexico

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)

Contact us if you have further questions: Ver el correo electrónico en click.appcast.io

About AV Flexologic

AV Flexologic stands as a pioneering force in the flexographic industry, boasting a 50-year legacy of innovation in mounting and pre-press equipment.

With patented technologies and a global leadership position , the company has consistently delivered cutting-edge solutions that optimize pre-press workflows, eliminate bottlenecks, and respond to customer needs with high-quality, cost-saving technologies.