Technical Service Manager

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.