About this role
Service & Support Manager - Americas 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 Global 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 - Vi...