Technical Service Manager

Technical Service Manager

We are seeking an experienced Technical Service Manager to provide technical support, customer solutions, and leadership for industrial and pharmaceutical manufacturing equipment. This role will serve as a key technical connection between customers, Customer Service, Engineering, and field technicians while coordinating solutions to complex equipment and process issues.

The ideal candidate has a strong background in manufacturing operations, industrial equipment, PLC-controlled systems, mechanical/electrical troubleshooting, and technical customer support, along with proven leadership experience.

Key Responsibilities

• Serve as the first point of contact for customers requiring technical assistance and issue resolution.
• Provide timely, accurate, and effective technical solutions to customer equipment and process issues.
• Conduct on-site customer visits to evaluate equipment, gather information, and determine appropriate solutions.
• Work with Product Line Management to develop spare parts and change-parts packages.
• Act as the primary technical interface between Customer Service, Engineering, and customers.
• Perform project-related engineering activities to support Customer Service projects.
• Communicate equipment improvements, upgrades, and replacement options for obsolete components.
• Direct, coordinate, and manage technical solutions for technicians and engineers.
• Apply product knowledge and process expertise to improve equipment performance and reliability.
• Lead and manage a team of technicians, engineers, and administrative support personnel.
• Promote a strong culture of Safety, Health, Environment, and Quality (SHEQ) across employees, contractors, visitors, and customers.
• Maintain and expand technical knowledge through continuing education, seminars, certifications, and training.
• Support customers and internal teams in resolving complex mechanical, electrical, and process-related challenges.

Qualifications & Experience

• Bachelor's degree in Engineering or a related field OR 10+ years of equivalent technical experience.
• 8+ years of manufacturing operations experience, including engineering, purchasing, materials control, technical support, or administration.
• Strong understanding of industrial manufacturing environments.
• Experience with PC/PLC-controlled systems, refrigeration, and vacuum systems.
• Proven ability to troubleshoot mechanical and electro-mechanical equipment, including PLC systems.
• Ability to read and interpret:
• Blueprints
• Electrical schematics
• Equipment manuals
• Technical documentation
• Working knowledge of mechanical and electrical tools used in pharmaceutical maintenance and technical support.
• Strong communication, customer service, and interpersonal skills.
• Proficiency with Microsoft Office.
• Proven leadership experience within an industrial technical environment, such as maintenance or engineering.
• Experience working with both internal and external customers.
• Experience working in multicultural and/or international environments.
• Experience supporting equipment in sterile or aseptic manufacturing environments.
• Knowledge of aseptic filling equipment, including:
• Vials
• Syringes
• Cartridges
• Isolators
• VHP systems

Travel Requirements

• Ability to work independently with a flexible schedule.
• Must be comfortable with short-notice travel when customer needs arise.
• Ability to travel approximately 25% of the time, or about one week per month.
• Travel may include domestic and international locations.
• Valid driver's license and passport required.