Position DescriptionService & Support Manager – AmericasOffice in Monterrey, MexicoPosition SummaryThe 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.Key ResponsibilitiesRegional Service Leadership- Lead and manage all service and technical support operations across the Americas regionSupervise and develop a team of field service engineers and technical specialistsPlan and coordinate installations, commissioning, and service visitsEnsure high levels of customer satisfaction and service qualityCustomer Support & Issue Resolution- Act as the primary escalation point for complex technical issuesEnsure rapid troubleshooting and resolution of machine or software problemsWork closely with engineering teams to identify root causes and implement corrective actionsMaintain clear communication with customers regarding progress and solutionsService Operations Management- Manage scheduling of service visits, preventive maintenance, and emergency interventionsOversee service contracts, warranty cases,



and service agreementsEnsure accurate service documentation and reportingMonitor service KPIs such as:Response timeMachine uptimeFirst‐time fix rateCustomer satisfactionTechnical Expertise- Maintain strong knowledge of:Mounting machines and related equipmentVision systems and camera technologiesSoftware and automation systemsMechanical and electrical troubleshootingSupport remote diagnostics and software support when requiredCross‐Functional Collaboration- Work closely with:Sales teams on customer projects and upgradesEngineering on product improvementsProduction on installation planningLogistics for spare parts coordinationService Business Development- Promote and support the growth of service contracts and preventive maintenance programsIdentify opportunities for upgrades, retrofits, and software enhancementsSupport the introduction of new technologies such as AVI (Advanced Visual Intelligence)Team Development- Recruit, train, and mentor regional service engineersEnsure engineers maintain high levels of technical competency and safety complianceFoster a customer‐focused service cultureQualificationsEducation- Bachelor's degree in Mechanical Engineering, Electrical Engineering, Automation,



or related fieldAdvanced technical certifications are a plusExperienceExperience- Minimum 7–10 years experience in technical service, field engineering, or industrial equipment supportAt least 3–5 years in a leadership roleExperience managing international service operationsSkillsSkills- Strong technical troubleshooting abilityExcellent leadership and team management skillsStrong customer relationship managementAbility to operate effectively in a fast‐paced international environmentExcellent communication skills in English (Spanish and/or Portuguese a plus)Key CompetenciesKey Competencies- Customer FocusTechnical LeadershipProblem SolvingOperational PlanningCross‐Cultural CommunicationContinuous ImprovementTravel RequirementsTravel Requirements- Frequent travel within North, Central, and South AmericaOccasional travel to company headquarters or general customer locationsReporting StructureReports to: Service & Support Manager - GlobalDirect Reports: Regional Field Service Engineers and Support SpecialistsSuccess MetricsSuccess in this role is measured by:Customer satisfaction and retentionMachine uptime and service response timesGrowth of service contractsSuccessful installations and commissioningDevelopment and performance of the regional service teamBenefitsWorking for our company comes with great benefits for you as well.Competitive salary; Workweek of 5 days (40 hours per week – from Monday to Friday); 20 vacation days per year; 8% Holiday allowance; Christmas bonus(Aguinaldo)AV Flexologic stands as a pioneering force in the flexographic industry, boasting a 50‐year legacy of innovation in mounting and pre‐press equipment.
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📌 Service & Support Manager - Americas (Monterrey)
🏢 AV Flexologic
📍 Monterrey