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. Your Impact As the central coordination hub for Technical Services, you will: Customer Support & Technical Coordination 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. Service Scheduling & Resource Planning 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. Spare Parts & Service Support 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. Operational Excellence & Reporting 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. Business Growth Support Identify opportunities related to:Service agreementsPreventive maintenance programsCustomer trainingEquipment upgradesModernization initiativesAdditional value-added servicesCollaborate with Business Development Managers and Technical Managers to support revenue growth initiatives. What Will Make You Successful You are recognized for your: Customer-first mindsetStrong organizational skillsAbility to manage multiple prioritiesSound judgment and decision-makingExcellent communication skillsCollaborative and team-oriented approachAttention to detail and follow-throughAbility to remain calm under pressure Qualifications Education & Experience 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 SupportCustomer ServiceService CoordinationField Service OperationsIndustrial Equipment SupportMaintenance PlanningService Operations Management Technical Knowledge Industrial machinery and packaging equipment.Automation and control systems.Preventive and corrective maintenance practices.Manufacturing and production environments.Technical customer support operations. Technology & Systems Microsoft Office Suite.CRM systems and service management software.Scheduling and resource planning tools.