Location: Winterville, NC
Salary: $105,000 - $140,000 per year
Job Type: Full-Time (Hybrid)
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.
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