Manager, Technical Services, Americas

Framery Group; Zeeland (MI); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Healthcare coverage

401(k) matching

Parental leave

Wellness allowance

Job summary

Framery Group is seeking an experienced leader to build and guide the Americas technical services team across the US and Canada, bridging field and remote support with our global R&D. You will champion ownership, drive permanent resolutions, and align with international HQ.

As Manager, Technical Services, Americas, you will own support operations, manage external service partners, and travel to Zeeland, MI and key client sites.

Qualifications

• Leadership experience in technical support or field service operations.
• Engineering mindset with practical problem solving.
• Strong English communication for international collaboration.
• Experience managing external partners and dealer networks.

Responsibilities

• Lead the Americas technical services team across the US and Canada.
• Own technical support and field service operations; ensure permanent resolutions.
• Escalate complex claims and drive root-cause fixes; feed insights back to product quality and R&D.
• Coordinate with HQ in Finland and local partners; visit Zeeland, MI regularly.

Skills

Leadership

Engineering mindset

Problem solving

Communication

Education

Engineering/Tech degree or related business field

Job description

Are you a hands-on leader who knows how to turn technical support challenges into long-term customer success? Ready to build and lead our Americas technical services team as we scale? If so, we want you to join us as our Manager, Technical Services, Americas.

In this role, you will take ownership of our technical support and field support operations across the US and Canada. You will lead a distributed regional team of tech support engineers and field specialists, ensuring our dealers, external service partners, and end users get fast, permanent resolutions. You will champion a culture of ownership, serve as the escalation point for complex technical claims, and create a frictionless support ecosystem that empowers our sales team while feeding critical field insights back into product quality and R&D.

While operating with high independence out of West Michigan, you will bridge the gap between our North American commercial operations and our global R&D, product development, and support teams at our HQ in Tampere, Finland. In Zeeland, our local partner operates both production and logistics, where our local Americas supply chain team is set to be based. We are also setting up our own dedicated Framery office there starting in early 2027, making this role a central part of our expanding US footprint.

What Makes You a Great Fit?

You combine an engineering orientation with a practical, problem-solving mindset. You understand dealer-driven distribution, know how to hold third-party service partners accountable, and guide your team past surface-level symptoms to permanent, root-cause fixes.

We're looking for:

• Relevant degree in engineering, technology, or a relevant business field (or equivalent practical technical background).
• Leadership experience in technical support, field service operations, or B2B customer service, with a track record of driving a culture of ownership and team accountability.
• Solid background in managing external partners, distributor networks, or dealer channels.
• Deep problem-solving aptitude to resolve complex technical escalations, manage warranty part dispatches, and turn field data into actionable quality improvements.
• Excellent communication skills in English to inspire teams, resolve high-stakes customer claims, and align with international HQ colleagues.
• Readiness to visit our facility in Zeeland, MI around 2 to 3 days a week, plus travel roughly once a month within the US for key client visits and partner training, along with occasional trips to HQ in Finland.

Don't worry if you don 100% tick all the boxes - we are eager to hear about you, as we also leave room for the motivation to grow and learn to fit the role.

Why consider this role?

• Join an industry pioneer - Framery's soundproof pods are used by 70% of Forbes Top 100 companies, including Nvidia, Puma, and Microsoft.
• High-impact leadership - take direct ownership of building and shaping regional technical services, setting the standard for how customers and partners experience our products across North America.
• Be part of a global success story - Our headquarters are in Finland, with 500 employees across 20 countries. We have a strong foundation in North America with over 30 team members, local manufacturing partners, and expanding operations across the continent.
• Thrive in a people-first culture - Join a fast-growing, ambitious company that prioritizes employee well-being, offers flexibility, and values its people just as much as its customers.
• Enjoy autonomy & global collaboration - Act as our regional technical authority in the Americas while partnering closely with our global teams in Finland.

Read more on our Career site about what makes us Framery and what joining us is like. Get to know our amazing products on our website, and on our Instagram account @framerians, you can catch a glimpse of our everyday life.

Recruitment Process

• Remote video interview.
• (2nd remote video interview)
• Face-to-face interview in Grand Rapids, MI
• Reference checks
• Recruitment decision

Practicalities:

This is a full-time hybrid role based in the Grand Rapids / West Michigan area, requiring presence at our facility in Zeeland, MI around 2 to 3 days per week. Base salary range is $100,000 to $130,000 per year, an annual bonus program, and comprehensive benefits, including full healthcare coverage, 401(k) with employer match, paid parental leave, and an annual wellness allowance.