Channel Support Center Manager

Alfa Laval Corporate AB; Tlalnepantla; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Alfa Laval Corporate AB in Mexico is seeking a LATAM Channel Support Center Manager to lead our regional technical support team and strengthen product and application capabilities across Latin America. You will guide a team of technical specialists, ensure the right competencies, and support distributors and commercial teams.

The role emphasizes technical leadership, coaching, and collaboration with Product Centers, Business Units, and sales teams across LATAM, with a focus on continuous

Formación

• Bachelor-level degree in Industrial/Commercial Engineering or Business Administration.
• Proven managerial or technical leadership experience in customer support or related fields.
• Experience designing and leading technical training programs for partners or distributors.
• Experience developing technical competencies across teams or partner networks.
• Strong strategic thinking and business planning capabilities.
• Experience with continuous improvement methods (Lean/Six Sigma) is a plus.
• Advanced English language skills are required.

Responsabilidades

• Lead and develop regional technical support teams across LATAM.
• Provide high-level product and application expertise to customers and sales teams.
• Develop and coach Product & Application experts and strengthen technical competencies.
• Define and manage the technical competency roadmap for the team.
• Develop and improve quotation and technical support processes.
• Identify efficiency improvements for customers and distributors.
• Deliver Product and Service training programs regionally.
• Support new product launches and phase-outs in collaboration with central teams.

Conocimientos

Managerial leadership

Technical leadership

Training program design

Continuous improvement

Strategic thinking

Lean Six Sigma

Customer orientation

Cross-functional work

Educación

Industrial Engineering

Commercial Engineering

Business Administration

Herramientas

Anytime

InTouch

Product Selection Guide

Descripción del empleo

About Alfa Laval

Every day, we have the opportunity to make a positive impact on our colleagues, partners, customers, and society. Together, we develop the solutions of the future and unlock the full potential of the world’s most valuable resources.

Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that drive progress in vital areas such as energy, food, water, and marine transportation.

As we move forward, the innovative and open spirit that has shaped our culture for more than 140 years continues to fuel our personal growth. In this way, while contributing to a more efficient and less wasteful world, we also build and develop our careers.

About the role

We are looking for a LATAM Channel Support Center Manager to lead our regional technical support team and strengthen the product and application capabilities of our Sales Companies and Channels across Latin America.

This is a regional leadership role that combines technical expertise, people management, customer and sales support, capability development, and continuous improvement. You will lead a team of technical specialists and handlers, ensuring that the organization has the right product and application competencies to effectively support our customers, distributors, and commercial teams.

The position offers broad exposure across LATAM, with frequent interaction with our Hispanic America divisions, the Brazil team, Product Centers, and central Business Units.

Key responsibilities

• Lead and develop the technical support team, providing clear direction, priorities, coaching, and follow-up to ensure performance according to business plans.
• Support customers and Sales Company teams with high-level product and application expertise, balancing customer requirements with business needs.
• Develop, motivate, and coach Product & Application experts, strengthening the technical competencies required within the organization.
• Define and manage the technical competency roadmap for the team and ensure the development of relevant product and application knowledge.
• Develop, monitor, and continuously improve work processes and quality standards, with particular focus on the quotation and technical support processes.
• Identify opportunities to improve efficiency and the way we support customers and distributors.
• Develop and deliver Product and Service training programs for Sales Companies, Sales Channels, and partners throughout the region.
• Own the local Product & Application training process and support the implementation of relevant tools and platforms such as Anytime, InTouch, and Product Selection Guide.
• Provide high-level support and contribute to the development of Capital Sales and/or After Sales concepts for Sales Companies and Channels.
• Identify product or competency gaps and collaborate with central Product Portfolio Managers to propose solutions and training initiatives.
• Act as a key interface with Product Centers, Business Units, commercial teams, and other regional and global stakeholders.
• Lead new product launches and product phase-out initiatives, ensuring alignment with Business Units and local commercial teams.
• Develop technical comparisons and competitor analysis to strengthen product positioning and application expertise.
• Manage key performance indicators for the area and use available data to identify actions and opportunities for improvement.

The role will initially focus on consolidating and stabilizing the knowledge of a relatively new team and using existing data to improve the support product portfolio. Longer term, one of the key challenges will be identifying new and better ways to serve our distributors across the region.

What you bring

• Degree in Industrial Engineering, Commercial Engineering, Business Administration, or a related field.
• Proven experience in managerial or technical leadership roles, ideally within customer support, engineering, industrial products, technical sales, or product/application support.
• Experience leading, coaching, and developing technical teams.
• Experience designing or leading technical training programs for partners, distributors, commercial teams, or other stakeholders.
• Experience working with and developing technical competencies across teams or partner networks.
• Strong strategic thinking and business planning capabilities.
• Experience with continuous improvement and process optimization.
• Knowledge of Lean, Six Sigma, Black Belt, or similar continuous improvement methodologies is considered an advantage.
• Strong customer orientation and the ability to translate technical expertise into practical business solutions.
• Ability to work effectively in a regional and cross-functional environment.
• Advanced English is required.

• The role offers the opportunity to lead a team supporting LATAM as a whole, work across different cultures, combine engineering and business perspectives, and directly influence how we develop technical capabilities and support our customers and channels.