Technical Service Manager - Fall River, MA

Michael Page US; Fall River (MA); On-site; USD 150,000 - 190,000; Full time

Job summary

Michael Page US is representing a well-established manufacturer of advanced technology solutions. The role leads a nationwide technical service organization, shaping performance, training, and customer outcomes across multiple functions.

The successful candidate will drive continuous improvement, collaborate with engineering, quality, and sales teams, and travel to customer sites as required to ensure service readiness and client satisfaction.

Qualifications

• Proven experience leading service or technical support teams.
• Bachelor's degree in Mechanical Engineering or related technical discipline.
• Broad understanding of mechanical, electrical, and software-based systems.
• Strong problem-solving, troubleshooting, and analytical capabilities.
• Excellent verbal, written, and presentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience developing talent through coaching, mentoring, workforce planning, and employee retention initiatives.

Responsibilities

• Lead and develop a national technical service team, providing direction, coaching, and performance management.
• Enhance training programs, service documentation, and operational procedures to improve effectiveness and consistency.
• Foster a positive, customer-focused team culture while driving employee engagement and development.
• Monitor, collect, and evaluate service performance data to identify trends and improvement opportunities.
• Investigate recurring technical issues and collaborate with technical teams to implement sustainable solutions.
• Partner with engineering, quality, sales, and product development teams to improve customer outcomes.
• Work with supply chain and operations teams to ensure appropriate inventory planning and service readiness.
• Manage and resolve complex customer escalations in a timely and professional manner.
• Champion continuous improvement initiatives across service operations and customer support processes.
• Build strong relationships with customers and stakeholders at management and executive levels.
• Monitor and report on key performance indicators including service response times, issue resolution, documentation quality, and customer satisfaction metrics.
• Travel to customer sites and participate in technical product training as required.

Skills

Leadership

Team management

Communication

Problem solving

Analytical thinking

Presentation skills

Customer-facing

Mentoring

Education

Bachelor's degree in Mechanical Engineering

Tools

MS Office

Job description

• Opportunity to shape team performance and customer experience
• Join a organization that invests in continuous improvement and development

About Our Client

Our client is a well-established manufacturer of advanced technology solutions serving customers across a range of production environments. Known for its commitment to quality, innovation, and operational efficiency, the business develops and supports sophisticated automated systems that help customers enhance productivity and optimize their workflows. The organization promotes a collaborative culture where employee development, customer service, and continuous improvement are highly valued. With a strong focus on innovation and long-term growth, the company offers employees the opportunity to make a tangible impact while working alongside experienced professionals across technical, commercial, and engineering functions.

Job Description

• Lead and develop a national technical service team, providing direction, coaching, and performance management.
• Enhance training programs, service documentation, and operational procedures to improve effectiveness and consistency.
• Foster a positive, customer-focused team culture while driving employee engagement and development.
• Monitor, collect, and evaluate service performance data to identify trends and improvement opportunities.
• Investigate recurring technical issues and collaborate with technical teams to implement sustainable solutions.
• Partner with engineering, quality, sales, and product development teams to improve customer outcomes.
• Work with supply chain and operations teams to ensure appropriate inventory planning and service readiness.
• Manage and resolve complex customer escalations in a timely and professional manner.
• Champion continuous improvement initiatives across service operations and customer support processes.
• Build strong relationships with customers and stakeholders at management and executive levels.
• Monitor and report on key performance indicators including service response times, issue resolution, documentation quality, and customer satisfaction metrics.
• Travel to customer sites and participate in technical product training as required.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

• Proven experience leading service or technical support teams.
• Bachelor's degree in Mechanical Engineering or a related technical discipline.
• Broad understanding of mechanical, electrical, and software-based systems.
• Strong problem-solving, troubleshooting, and analytical capabilities.
• Excellent verbal, written, and presentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience developing talent through coaching, mentoring, workforce planning, and employee retention initiatives.
• Strong customer-facing skills with experience supporting end users and resolving escalated issues.
• Familiarity with Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.
• Knowledge of safety and regulatory standards is highly desirable.
• French language skills would be advantageous but are not essential.
• Self-motivated, adaptable, and comfortable working independently while leading others.
• Willingness to travel as required.

What's on Offer

• Opportunity to lead a critical nationwide service function within a growing and innovative organization.
• Significant influence over operational strategy, team performance, and customer satisfaction initiatives.
• Exposure to cross-functional collaboration with engineering, sales, quality, and product development teams.
• Ongoing technical training and professional development opportunities.
• A leadership role offering variety, autonomy, and the opportunity to drive meaningful business improvements.
• Supportive culture focused on innovation, continuous improvement, and employee success.
• Opportunity to work with advanced technologies and complex technical solutions in a customer-centric environment.