Tech Services Manager - Taunton, MA or Ball Ground, GA
About The Position
Harpak-ULMA is seeking an experienced Technical Services Manager to lead and support its ULMA Flow, Stretch, and Vertical packaging equipment service organization across North America. This visible leadership role is responsible for customer satisfaction, technician performance, operational excellence, and technical support effectiveness across a growing installed base of advanced packaging systems. The manager works with field service teams, customers, factory partners, and internal stakeholders to deliver service and develop a team of technicians. The position is based in Taunton, Massachusetts, or Ball Ground, Georgia, and requires approximately 20% travel throughout North America.
Requirements
- Technical degree in Electrical, Mechanical, Electro-Mechanical Technology, or a related field.
- At least 3 years of leadership experience managing technicians, mechanics, or other technical service professionals in a manufacturing or industrial environment.
- Strong electrical and mechanical troubleshooting skills.
- Experience supporting automated industrial equipment and control systems.
- Working knowledge of PLC programming and troubleshooting.
- Ability to travel throughout North America.
- Valid driver's license and ability to obtain and maintain a U.S. passport.
Nice To Haves
- Packaging industry experience.
- Experience supporting flow wrapping, vertical bagging, stretch wrapping, or related packaging systems.
- Allen-Bradley PLC experience, including CompactLogix, MicroLogix, SLC 500, and RSView.
- B&R automation experience.
- Business Management degree or leadership training.
- Experience managing service metrics, technician utilization, and customer escalations.
Responsibilities
- Manage, coach, and develop Field Service and Shop Technicians supporting ULMA Flow, Stretch, and Vertical equipment throughout North America.
- Build a culture of accountability, collaboration, safety, and continuous improvement.
- Conduct performance reviews, quality audits, coaching sessions, and field evaluations.
- Partner with leadership to identify future staffing needs and organizational development opportunities.
- Promote technical cross-training and professional development across the team.
- Ensure customers receive responsive, professional, and effective technical support.
- Act as the escalation point for complex service issues and critical customer situations.
- Manage customer expectations and drive timely issue resolution.
- Support field technicians with troubleshooting, decision-making, and service recovery.
- Coordinate technician dispatch activities when additional management support is required.
- Monitor technician utilization, service effectiveness, and resource allocation.
- Provide regular operational and performance reporting to leadership.
- Manage equipment non-conformities and collaborate with ULMA factory teams on corrective actions.
- Oversee documentation and change management for equipment modifications, software updates, and application enhancements.
- Support implementation of new products, technology upgrades, and service offerings.
- Develop and maintain relationships with ULMA factory personnel and technical product managers.
- Serve as a communication link between North American operations and manufacturing facilities.
- Stay informed about emerging packaging technologies, industry trends, and ULMA product developments.
- Support facility operations, safety initiatives, and training programs as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
