Manager, Technical Support

Job Title: Manager, Technical Support
Location: Reading, PA or Indianapolis, IN (Hybrid or Onsite)
Reports To: Director of Customer Care
Travel: 40–50%, primarily in North America

Position Overview

We are seeking a hands-on, customer-focused Service Manager to lead our growing team of field service technicians and support the continued expansion of our Aftermarket business. This role is critical to improving responsiveness, strengthening field service operations, and delivering a best-in-class customer experience throughout the life cycle of our equipment.

Key Responsibilities

• Lead, coach, and develop the field service technician team to ensure high-quality installations, service calls, audits, and customer satisfaction.

• Prioritize technician scheduling to align with customer needs and internal priorities.

• Troubleshoot complex field issues and provide escalation support to the team and customers.

• Collaborate with the Parts, Projects, Sales, and Engineering teams to drive seamless service delivery and communication.

• Build and implement training and onboarding programs to enhance technical and problem-solving skills.

• Refine service delivery processes, including job closeout documentation and customer follow-up.

• Support quoting and planning of service and R&M projects alongside the Service Projects team.

• Champion internal KPIs, such as service responsiveness, customer satisfaction, and technician utilization.

• Contribute to SOP and tool development to support service growth and operational efficiency.

• Help implement service ticketing and field tracking systems, in coordination with CRM or ERP initiatives.

• Assist in developing international service strategies and regional operating centers.

Requirements

• Minimum 10 years of experience in industrial machinery service, with 3–5 years in a supervisory or management role.

• Strong leadership and interpersonal skills, focused on team development and customer care.

• Experience in a technical OEM environment, preferably involving equipment installation and repair.

• Ability to read mechanical and electrical schematics; familiarity with PLCs and automation is a plus.

• Excellent organizational and communication skills.

• Comfortable working in a fast-paced, cross-functional environment with frequent travel.

• Proficient in Microsoft Office, CRM tools, and service tracking software.

Preferred Qualifications

• Prior experience in the baking, snack food, or food equipment manufacturing industry.

• Familiarity with Microsoft Dynamics or other ERP systems.

• Bilingual capabilities a plus (for future global coordination).