Position Description Service & Support Manager – Americas
Office in Monterrey, Mexico

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 service delivery.

Regional Service Leadership
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
Customer Support & Issue Resolution
Ensure rapid troubleshooting and resolution of machine or software problems
Service Operations Management
Manage scheduling of service visits, preventive maintenance, and emergency interventions
Oversee service contracts, warranty cases, and service agreements
Ensure accurate service documentation and reporting
Monitor service KPIs such as:
Software and automation systems
Mechanical and electrical troubleshooting
Support remote diagnostics and software support when required




Sales teams on customer projects and upgrades
Production on installation planning
Service Business Development
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
Foster a customer-focused service culture

Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Automation, or related field
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
Strong customer relationship management
Excellent communication skills in English (Spanish and/or Portuguese a plus)
Operational Planning
Cross-Cultural Communication
Occasional travel to company headquarters or general customer locations
Reports to: Service & Support Manager - Global
Regional Field Service Engineers and Support Specialists
Machine uptime and service response times
Growth of service contracts
Successful installations and commissioning
Development and performance of the regional service team
Workweek of 5 days (40 hours per week – from Monday to Friday);
~8% Holiday allowance;
~ With patented technologies and a global leadership position , the company has consistently delivered cutting-edge solutions that optimize pre-press workflows, eliminate bottlenecks, and respond to customer needs with high-quality, cost-saving technologies.

📌 Service & Support Manager - Americas (Monterrey)
🏢 AV Flexologic
📍 Monterrey