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 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 general 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 (Nuevo León)
🏢 AV Flexologic
📍 Nuevo León