Technical Services Manager

Harpak-Ulma Packaging; Taunton (MA); On-site; USD 110,000 - 140,000; Full time

Job summary

Harpak-ULMA seeks a Technical Services Manager to lead the North American field service organization for ULMA Flow, Stretch, and Vertical packaging equipment. The role combines technical problem solving with people leadership to drive customer satisfaction and service performance.

You will coach technicians, manage performance, coordinate dispatch, and collaborate with factory partners to implement upgrades and new products.

Qualifications

• 3+ years of leadership experience managing technicians, mechanics, or other technical service professionals in a manufacturing or industrial environment.
• Strong electrical and mechanical troubleshooting skills.
• Experience supporting automated industrial equipment and controls systems.
• Working knowledge of PLC programming and troubleshooting.
• Ability to travel throughout North America.
• Valid driver's license and ability to obtain and maintain a U.S. passport.

Responsibilities

• Lead and develop the Technical Services Team across North America.
• Promote accountability, safety, and continuous improvement.
• Conduct performance reviews and field evaluations.
• Coordinate technician dispatch activities when needed.
• Provide regular operational and performance reporting to leadership.

Skills

Leadership

Electrical troubleshooting

Mechanical troubleshooting

PLC programming

Field service management

Travel readiness

Education

Engineering degree

Tools

Allen-Bradley PLC

Job description

ULMA Flow, Stretch & Vertical Packaging Systems

Location: Taunton, MA or Ball Ground, GA
Travel: Approximately 20% throughout North America

Lead a High-Performing Technical Service Organization

Harpak-ULMA is seeking an experienced Technical Services Manager to lead and support our ULMA Flow, Stretch, and Vertical packaging equipment service organization across North America. This is a highly visible leadership role responsible for driving customer satisfaction, technician performance, operational excellence, and technical support effectiveness across a growing installed base of advanced packaging systems.

The ideal candidate is both a strong technical problem solver and an effective people leader who thrives in a fast-paced environment. You'll work closely with field service teams, customers, factory partners, and internal stakeholders to ensure exceptional service delivery while developing and mentoring a team of skilled technicians.

If you're passionate about leading technical teams, solving complex equipment challenges, and helping customers maximize the performance of their packaging operations, we'd like to hear from you.

What You'll Do

Lead and Develop the Technical Services Team

• Manage, coach, and develop a team of Field Service and Shop Technicians supporting ULMA Flow, Stretch, and Vertical equipment throughout North America.
• Build a culture of accountability, collaboration, safety, and continuous improvement.
• Conduct performance reviews, quality audits, coaching sessions, and field evaluations.
• Partner with leadership to identify future staffing needs and organizational development opportunities.
• Promote technical cross-training and professional development across the team.
• Drive Exceptional Customer Support

• Ensure customers receive responsive, professional, and effective technical support.
• Act as the escalation point for complex service issues and critical customer situations.
• Manage customer expectations while driving timely issue resolution.
• Support field technicians with troubleshooting, decision-making, and service recovery efforts.
• Coordinate technician dispatch activities when additional management support is required.
• Improve Operational Excellence

• Monitor technician utilization, service effectiveness, and resource allocation.
• Provide regular operational and performance reporting to leadership.
• Manage equipment non-conformities and collaborate with ULMA factory teams on corrective actions.
• Oversee documentation and change management processes related to equipment modifications, software updates, and application enhancements.
• Support implementation of new products, technology upgrades, and service offerings.
• Strengthen Technical Partnerships

• Develop and maintain strong working relationships with ULMA factory personnel and technical product managers.
• Serve as a key communication link between North American operations and manufacturing facilities.
• Stay informed on emerging packaging technologies, industry trends, and ULMA product developments.
• Support facility operations, safety initiatives, and training programs as needed.

What We're Looking For

Required Qualifications

• Technical degree in Electrical, Mechanical, Electro-Mechanical Technology, or a related field.
• 3+ years of leadership experience managing technicians, mechanics, or other technical service professionals in a manufacturing or industrial environment.
• Strong electrical and mechanical troubleshooting skills.
• Experience supporting automated industrial equipment and controls systems.
• Working knowledge of PLC programming and troubleshooting.
• Ability to travel throughout North America.
• Valid driver's license and ability to obtain and maintain a U.S. passport.

Preferred Qualifications

• Packaging industry experience.
• Experience supporting flow wrapping, vertical bagging, stretch wrapping, or related packaging systems.
• Allen-Bradley PLC experience, including:
  • CompactLogix
  • MicroLogix
  • SLC 500
  • RSView
  • B&R automation experience.
• Business Management degree or leadership training.
• Experience managing service metrics, technician utilization, and customer escalations.

Key Success Factors

• You will be successful in this role if you:

• Lead by example and inspire high performance.
• Build trust with customers and service teams.
• Remain calm and decisive during critical equipment issues.
• Communicate effectively with technical and non-technical audiences.
• Balance customer needs, technician development, and business priorities.
• Drive accountability while fostering a positive team culture.

Why Join Harpak-ULMA?

Harpak-ULMA is a recognized leader in packaging automation solutions, serving customers across North America with innovative equipment, service excellence, and long-term partnerships. Our team combines technical expertise, customer focus, and industry-leading solutions to help manufacturers improve efficiency, reliability, and performance.

When you join Harpak-ULMA, you'll have the opportunity to:

• Lead a highly skilled technical team.
• Work with industry-leading packaging technologies.
• Influence service strategy and operational improvements.
• Collaborate with global engineering and factory resources.
• Make a direct impact on customer success and business growth.

Harpak-ULMA is an Equal Opportunity Employer and welcomes applicants from diverse backgrounds and experiences.