Service & Support Manager - Americas

Service & Support Manager | Americas | AV Flexologic

The Service & Support Manager – Americas is responsible for

leading all service, technical support, and customer care activities

across North, Central, and South America. The role ensures that

customers receive world-class support throughout the lifecycle of AV Flexologic equipment, from installation and commissioning to maintenance, troubleshooting, and upgrades.This

position oversees regional service engineers, coordinates field service

activities, manages service contracts, and ensures rapid resolution of

technical issues. The Service & Support Manager works closely with

Sales, Engineering, and Global Support teams to maximize machine uptime,

strengthen customer relationships, and drive continuous improvement in

Lead and manage all service and technical support operations across the Americas region

Supervise and develop a team of field service engineers and technical specialists

Plan and coordinate installations, commissioning, and service visits

Ensure high levels of customer satisfaction and service quality

Act as the primary escalation point for complex technical issues

Ensure rapid troubleshooting and resolution of machine or software problems

Work closely with engineering teams to identify root causes and implement corrective actions

Maintain clear communication with customers regarding progress and solutions

Manage scheduling of service visits, preventive maintenance, and emergency interventions

Oversee service contracts, warranty cases, and service agreements

Ensure accurate service documentation and reporting

Mechanical and electrical troubleshooting

Support remote diagnostics and software support when required

Sales teams on customer projects and upgrades

Promote and support the growth of service contracts and preventive maintenance programs

Identify opportunities for upgrades, retrofits, and software enhancements

Support the introduction of new technologies such as AVI (Advanced Visual Intelligence)

Recruit, train, and mentor regional service engineers

Ensure engineers maintain high levels of technical competency and safety compliance

Foster a customer-focused service culture

Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Automation, or related field

Advanced technical certifications are a plus

Minimum 7–10 years experience in technical service, field engineering, or industrial equipment support

Experience managing international service operations

Excellent leadership and team management skills

Ability to operate effectively in a fast-paced international environment

Excellent communication skills in English (Spanish and/or Portuguese a plus)

Frequent travel within North, Central, and South America

Occasional travel to company headquarters or global customer locations

Reports to: Service & Support Manager - Global

Direct Reports: Regional Field Service Engineers and Support Specialists

Machine uptime and service response times

Successful installations and commissioning

Development and performance of the regional service team

Working for our company comes with great benefits for you as well. Apart from a challenging and interesting job and nice colleagues, we offer among other things:

Workweek of 5 days (40 hours per week – from Monday to Friday);

We use cookies to provide you a better user experience on this website. Cookie Policy