Position Description

Service & Support Manager – AmericasOffice 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 LeadershipLead 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 ResolutionEnsure rapid troubleshooting and resolution of machine or software problemsService Operations ManagementManage 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:Software and automation systemsMechanical and electrical troubleshootingSupport remote diagnostics and software support when requiredSales teams on customer projects and upgradesProduction on installation planningService Business DevelopmentPromote 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)Recruit, train, and mentor regional service engineersFoster a customer-focused service culture

Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Automation, or related fieldMinimum 7–10 years experience in technical service, field engineering, or industrial equipment supportExperience managing international service operationsExcellent leadership and team management skillsStrong customer relationship managementExcellent communication skills in English (Spanish and/or Portuguese a plus)Operational PlanningCross-Cultural CommunicationOccasional travel to company headquarters or global customer locationsReports to: Service & Support Manager - GlobalRegional Field Service Engineers and Support SpecialistsMachine uptime and service response timesGrowth of service contractsSuccessful installations and commissioningDevelopment and performance of the regional service teamWorkweek 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 (Ciudad de México)
🏢 AV Flexologic
📍 Ciudad de México