Service Desk Manager

Are you passionate about customer service, technical operations, and field service coordination?

Join our Technical Services team and become the central point of coordination between customers, Field Service Engineers, technical specialists, and internal stakeholders across the Americas.

As the central coordination hub for Technical Services, you will:

• Serve as the primary contact for customer technical inquiries and service requests.
• Provide first-level troubleshooting and support.
• Coordinate escalations with Technical Managers and subject matter experts.
• Ensure proactive communication and outstanding customer experience throughout the service process.
• Help minimize customer downtime and maximize equipment performance.

• Coordinate and prioritize service requests across the Americas region.
• Schedule Field Service Engineers for emergency interventions, preventive maintenance, customer training, equipment trials, installations, and commissioning activities.
• Optimize resource allocation while balancing customer expectations, response time targets, travel efficiency, and employee well-being.
• Proactively resolve scheduling conflicts and resource constraints.

• Support customers with spare parts identification and inquiries.
• Coordinate with Parts and Supply Chain teams to ensure timely quotations and order fulfillment.
• Identify opportunities for preventive maintenance programs, equipment upgrades, modernization initiatives, and service enhancements.

• Maintain accurate service records and planning information within CRM systems.
• Monitor service KPIs, workload trends, and customer service performance.
• Analyze service delivery metrics and recommend continuous improvement initiatives.
• Ensure proper documentation and reporting of all service activities.

Identify opportunities related to:

• Service agreements
• Preventive maintenance programs
• Customer training
• Modernization initiatives
• Additional value-added services
• Collaborate with Business Development Managers and Technical Managers to support revenue growth initiatives.

What Will Make You Successful

You are recognized for your:

• Strong organizational skills
• Ability to manage multiple priorities
• Sound judgment and decision-making
• Collaborative and team-oriented approach
• Attention to detail and follow-through
• Ability to remain calm under pressure

• Associate Degree, Technical Diploma, Engineering Technology Degree, or equivalent combination of education and industry experience.
• Experience in the Gable Top Packaging industry is required.
• 7 to 10 years of experience in one or more of the following:
  • Technical Support
  • Customer Service
  • Service Coordination
  • Field Service Operations
  • Industrial Equipment Support
  • Maintenance Planning
  • Service Operations Management

• Industrial machinery and packaging equipment.
• Automation and control systems.
• Preventive and corrective maintenance practices.
• Manufacturing and production environments.
• Technical customer support operations.
• Microsoft Office Suite.
• CRM systems and service management software.
• Scheduling and resource planning tools.

Information at a Glance Final date to receive applications:46962 Liberty Drive, Wixom, 48393, United States