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

Position Summary
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.

Key Responsibilities
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
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
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:
Response time
Machine uptime
First-time fix rate
Customer satisfaction
Technical Expertise
Maintain strong knowledge of:
Mounting machines and related equipment
Vision systems and came

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