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 General 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 global 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