Service & Support Manager - Americas

AV Flexologic B.V.

Monterrey

Presencial

MXN 900.000 - 1.300.000

Jornada completa

14 días+

Generador de candidaturas

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Ventajas ofrecidas por este puesto de trabajo

Competitive salary

5 days workweek

20 vacation days per year

8% Holiday allowance

Aguinaldo (Christmas bonus)

Descripción de la vacante

AV Flexologic B.V. is seeking a Service & Support Manager – Americas to lead service, technical support, and customer care across North, Central, and South America from our Monterrey, Mexico office.

The role oversees regional service engineers, coordinates field service activities, and manages service contracts while partnering with Sales, Engineering, and Global Support teams to maximize machine uptime and customer satisfaction.

Formación

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).

Responsabilidades

Lead regional service and technical support operations across the Americas.
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.
Act as primary escalation point for complex technical issues and drive rapid resolution.
Work with engineering teams to identify root causes and implement corrective actions.
Communicate progress and solutions clearly to customers.
Oversee service contracts, warranties, and service agreements.
Monitor KPIs such as response time, machine uptime, first-time fix rate, and customer satisfaction.

Conocimientos

Technical troubleshooting

Team leadership

Customer relationships

Cross-cultural communication

English proficiency

Educación

Bachelor's degree

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

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