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 Integral 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 camera technologies

Software and automation systems

Mechanical and electrical troubleshooting

Support remote diagnostics and software support when required

Cross-Functional Collaboration- Work closely with:

Sales teams on customer projects and upgrades

Engineering on product improvements

Production on installation planning

Logistics for spare parts coordination

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)

Team Development- Recruit, train, and mentor regional service engineers

Ensure engineers maintain high levels of technical competency and safety compliance

Foster a customer-focused service culture

Qualifications

Education- Bachelor's degree in Mechanical Engineering, Electrical Engineering, Automation, or related field

Advanced technical certifications are a plus

Experience- Minimum 7–10 years experience in technical service, field engineering, or industrial equipment support

At least 3–5 years in a leadership role





Experience managing international service operations

Skills- Strong technical troubleshooting ability

Excellent leadership and team management skills

Strong customer relationship management

Ability to operate effectively in a fast-paced international environment

Excellent communication skills in English (Spanish and/or Portuguese a plus)

Key Competencies- Customer Focus

Technical Leadership

Problem Solving

Operational Planning

Cross-Cultural Communication

Continuous Improvement

Travel Requirements- Frequent travel within North, Central, and South America

Occasional travel to company headquarters or global customer locations

Reporting Structure

Reports to: Service & Support Manager - Global

Direct Reports: Regional Field Service Engineers and Support Specialists

Success Metrics

Success in this role is measured by:

Customer satisfaction and retention

Machine uptime and service response times

Growth of service contracts

Successful installations and commissioning

Development and performance of the regional service team

Benefits
Working for our company comes with great benefits for you as well.

Competitive salary;

Workweek of 5 days (40hours 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. 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.

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📌 Service & Support Manager – Americas (Centro de Linares)
🏢 AV Flexologic
📍 Centro de Linares