Service Desk Manager

Elopak; Wixom (MI); On-site; USD 85,000 - 120,000; Full time

Job summary

Elopak in Wixom, MI seeks a Technical Services Coordinator to serve as the central hub for customer inquiries, coordinating field service engineers and internal teams across the Americas. You will lead scheduling, spare parts support, and service enhancements while maintaining detailed CRM records and KPI-driven performance metrics.

With 7–10 years in technical support, service coordination, or field service operations, you will drive proactive communication, minimize downtime, and support

Qualifications

• Associate Degree, Technical Diploma, Engineering Technology Degree, or equivalent combination of education and industry experience.
• Experience in the Gable Top Packaging industry is required.
• 7 to 10 years of experience in one or more of the following: Technical Support, Customer Service, Service Coordination, Field Service Operations, Industrial Equipment Support, Maintenance Planning, Service Operations Management.

Responsibilities

• Serve as the primary contact for customer technical inquiries and service requests.
• Provide first-level troubleshooting and support.
• Coordinate escalations with Technical Managers and subject matter experts.
• Ensure proactive communication and outstanding customer experience throughout the service process.
• Help minimize customer downtime and maximize equipment performance.
• Coordinate and prioritize service requests across the Americas region.
• Schedule Field Service Engineers for emergency interventions, preventive maintenance, customer training, equipment trials, installations, and commissioning activities.
• Optimize resource allocation while balancing customer expectations, response time targets, travel efficiency, and employee well-being.
• Proactively resolve scheduling conflicts and resource constraints.
• Support customers with spare parts identification and inquiries.
• Coordinate with Parts and Supply Chain teams to ensure timely quotations and order fulfillment.
• Identify opportunities for preventive maintenance programs, equipment upgrades, modernization initiatives, and service enhancements.
• Maintain accurate service records and planning information within CRM systems.
• Monitor service KPIs, workload trends, and customer service performance.
• Analyze service delivery metrics and recommend continuous improvement initiatives.
• Ensure proper documentation and reporting of all service activities.
• Identify opportunities related to service agreements, preventive maintenance programs, customer training, modernization initiatives, and additional value-added services.

Skills

Customer support

Service coordination

Scheduling

CRM systems

MS Office

Field service

Industrial equipment

Communication

Education

Assoc Degree or Tech Diploma

Tools

CRM software

Scheduling software

Service management software

MS Excel

Job description

Are you passionate about customer service, technical operations, and field service coordination?

Join our Technical Services team and become the central point of coordination between customers, Field Service Engineers, technical specialists, and internal stakeholders across the Americas.

Your Impact

As the central coordination hub for Technical Services, you will:

Customer Support & Technical Coordination

• Serve as the primary contact for customer technical inquiries and service requests.
• Provide first-level troubleshooting and support.
• Coordinate escalations with Technical Managers and subject matter experts.
• Ensure proactive communication and outstanding customer experience throughout the service process.
• Help minimize customer downtime and maximize equipment performance.

Service Scheduling & Resource Planning

• Coordinate and prioritize service requests across the Americas region.
• Schedule Field Service Engineers for emergency interventions, preventive maintenance, customer training, equipment trials, installations, and commissioning activities.
• Optimize resource allocation while balancing customer expectations, response time targets, travel efficiency, and employee well-being.
• Proactively resolve scheduling conflicts and resource constraints.

Spare Parts & Service Support

• Support customers with spare parts identification and inquiries.
• Coordinate with Parts and Supply Chain teams to ensure timely quotations and order fulfillment.
• Identify opportunities for preventive maintenance programs, equipment upgrades, modernization initiatives, and service enhancements.

Operational Excellence & Reporting

• Maintain accurate service records and planning information within CRM systems.
• Monitor service KPIs, workload trends, and customer service performance.
• Analyze service delivery metrics and recommend continuous improvement initiatives.
• Ensure proper documentation and reporting of all service activities.

Business Growth Support

Identify opportunities related to:

• Service agreements
• Preventive maintenance programs
• Customer training
• Modernization initiatives
• Additional value-added services
• Collaborate with Business Development Managers and Technical Managers to support revenue growth initiatives.

What Will Make You Successful

You are recognized for your:

• Strong organizational skills
• Ability to manage multiple priorities
• Sound judgment and decision-making
• Collaborative and team-oriented approach
• Attention to detail and follow-through
• Ability to remain calm under pressure

Education & Experience

• Associate Degree, Technical Diploma, Engineering Technology Degree, or equivalent combination of education and industry experience.
• Experience in the Gable Top Packaging industry is required.
• 7 to 10 years of experience in one or more of the following:
  • Technical Support
  • Customer Service
  • Service Coordination
  • Field Service Operations
  • Industrial Equipment Support
  • Maintenance Planning
  • Service Operations Management

Technical Knowledge

• Industrial machinery and packaging equipment.
• Automation and control systems.
• Preventive and corrective maintenance practices.
• Manufacturing and production environments.
• Technical customer support operations.
• Microsoft Office Suite.
• CRM systems and service management software.
• Scheduling and resource planning tools.

Information at a Glance Application deadline:46962 Liberty Drive, Wixom, 48393, United States