Technical Service Manager

IMA Life North America; City of Tonawanda (NY); On-site; USD 105,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Flexible working

Continuous learning programs

Job summary

IMA Life North America seeks a Technical Support Manager in Tonawanda, NY. This role demands a strong engineering background, with responsibilities including customer technical resolutions and team management. Ideal candidates will possess expertise in PLC control systems and mechanical troubleshooting.

The position offers a competitive salary range of $105,000–$140,000 alongside bonuses and benefits in a dynamic global environment.

Qualifications

• Bachelor’s degree in engineering or related field OR 10+ years equivalent experience.
• 8+ years manufacturing operations experience.
• Strong understanding of industrial control systems.

Responsibilities

• Act as the primary technical interface between Customer Service, Engineering and the customer.
• Manage a team of technicians and engineers.
• Provide technical resolution for customer issues.

Skills

Technical problem resolution

Customer service

Mechanical troubleshooting

Leadership

Communication

Education

Bachelor’s degree in engineering or related field

Tools

Microsoft Office

Job description

IMA Group is a world leader in the design and manufacture of automatic machines for processing and packaging pharmaceutical, cosmetic, food, tea and coffee products, as well as in industrial process automation. We are constantly focused on innovation: through significant investments in R&D and ongoing dialogue with customers, local communities, and the supply chain, we promote an environmentally conscious approach aimed at achieving sustainable development. Our history is marked by steady growth, also supported by continuous investment in people and skills development. With more than 7,000 employees (59% in Italy and 41% worldwide) we are present in over 80 countries.

IMA Life North America is a company within the IMA Group that specialises in providing aseptic processing and freeze‑drying solutions for the pharmaceutical and biotechnology industries. It is part of IMA Life, a business unit focusing on the pharmaceutical sector that delivers advanced technologies for filling, lyophilisation and isolation, ensuring maximum sterility and product integrity for customers around the globe.

Primary Position Responsibilities

• Provide the first point of contact for customers for technical resolution of issues
• Supply timely and accurate technical solutions
• Complete on‑site customer visits to gather information on customers’ issues
• Work with Product Line Manager to develop spare and change parts packages
• Consistently observe and promote SHEQ site requirements for self, department, and all contractors, visitors, and guests
• Manage a team of technicians, engineers, administrative support, etc.

Technical and Customer Support Responsibilities

• Act as the primary technical interface between Customer Service, Engineering and the customer
• Perform project related engineering tasks for Customer Service projects as needed
• Update internal customers on available improvements and replacements for obsolete items for specific equipment
• Direct, coordinate and manage technical solutions for the technicians and engineers
• Apply product understanding and process knowledge to the development of improved product performance
• Periodically update and hone technical skills and knowledge via formal education, seminars and certificate programs

Skills and Experiences

• Bachelor’s degree in engineering or related field OR 10+ years equivalent experience
• 8+ years manufacturing operations experience (engineering, purchasing, materials control, administration)
• Strong understanding of industrial plants with PC/PLC control systems, refrigeration, and vacuum systems
• Experience troubleshooting mechanical/electro‑mechanical equipment (remote/direct), including PLCs
• Ability to read blueprints, schematics, manuals, and other technical documentation
• Working knowledge of mechanical/electrical tools used in pharmaceutical maintenance/technical support
• Strong communication, customer service, interpersonal, and Microsoft Office skills
• Experience working with internal and external customers
• Proven leadership in industrial technical environments (maintenance/engineering)
• Experience in multicultural/international environments
• Experience supporting equipment in sterile/aseptic environments
• Knowledge of aseptic filling equipment (vials, syringes, cartridges, isolators, VHP)
• Ability to work independently with flexible schedule and short‑notice travel
• Valid driver’s license and passport required
• Ability to travel up to 25% (~1 week per month), including international travel

Salary Range

• $105,000–140,000
• Bonus

What We Offer

• Global environment: dynamic, flexible, avantgarde in a multinational and multicultural context
• Diversity & inclusion culture: promoted through the Corporate Code of Ethics and dedicated programs
• Continuous learning: as a strategic asset for the development and motivation of people
• Wellbeing: flexible working, health insurance, and other initiatives to support the well‑being of people and their families

IMA is an equal opportunity employer.