Service & Support Manager – Americas

AV Flexologic B.V.; Linares; Presencial; MXN 1.100.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Workweek of 5 days (40hours per week)

20 vacation days per year

8% Holiday allowance

Christmas bonus (Aguinaldo)

Descripción de la vacante

AV Flexologic B.V. in Monterrey, Mexico, seeks a Service & Support Manager – Americas to lead all service, technical support, and customer care across North, Central, and South America.

You will supervise regional field service engineers, coordinate installations and maintenance, manage service contracts, and collaborate with Sales, Engineering, and Global Support to maximize uptime and customer satisfaction.

Formación

• Bachelor's degree in Mechanical, Electrical, Automation engineering or related field
• 7–10 years in technical service, field engineering or industrial equipment support
• 3–5 years in a leadership role overseeing regional/international service operations
• Experience managing international service operations
• 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 in English (Spanish and/or Portuguese a plus) (as applicable)

Responsabilidades

• Lead and manage service and technical support operations across the Americas region
• Supervise and develop a team of field service engineers and specialists
• Plan and coordinate installations, commissioning and visits
• Ensure high levels of customer satisfaction and service quality
• Escalate and resolve complex technical issues
• Coordinate with engineering on root causes and corrective actions
• Maintain clear communication with customers regarding progress and solutions
• Oversee service contracts, warranties, and service agreements
• Monitor service KPIs such as response time, uptime, first-time fix rate, and customer satisfaction
• Promote growth of service contracts and preventive maintenance programs
• Identify opportunities for upgrades and software enhancements

Conocimientos

Leadership

Customer focus

Troubleshooting

Cross-cultural communication

Operational planning

Problem solving

International experience

English proficiency

Educación

Bachelor's degree in Mechanical/Electrical/Automation engineering

Herramientas

Remote diagnostics

Software & automation systems

Descripción del empleo

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.

• Competitive salary;
• Workweek of 5 days (40hours per week – from Monday to Friday);
• 20 vacation days per year;
• 8% Holiday allowance;
• Christmas bonus (Aguinaldo)

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.