Technical Customer Support Manager

Job Summary

Manage the Modernization, Contract Management and Technical Support product line and deliver target sales and gross margin.  This includes marketing, selling, and executing profitable and on-time modernization equipment/projects.  Position is responsible for leading a team and overseeing all quoting, monitoring, and scheduling all modernization projects, service agreements and upgrade kits. 

Key Responsibilities

• Lead and Oversee Modernization Operations: Manage the overall operation of the Modernization department, ensuring achievement of targeted sales and gross margin objectives while guiding a team of project leaders and contract managers.

• Project Execution and Oversight: Coordinate the execution of all modernization projects for food or pharmaceutical equipment, monitoring progress, approving cost estimates and deadlines, and ensuring timely and successful completion.

• Customer and Sales Collaboration: Partner with Aftermarket Sales Managers and customers to develop value-added modernization solutions and support the fulfillment of service-level agreements.

• Solution Development and Technical Alignment: Review specifications and engage in conceptual discussions with field service to develop proposals, while collaborating with Centers of Competence (CoCs) for specialized technical support.

• Cross-Functional Collaboration and Reporting: Work with IT, project management, and other departments to develop automated reporting tools that enhance performance visibility and support financial goals.

• Strategic Planning and Cost Management: Collaborate with senior leadership and finance to set annual sales targets, define strategies, and optimize processes to maintain competitive product pricing.

Basic Requirements

• Bachelor's degree in engineering, Business or Technology or a combination of education and or experience.
• 2+ years' experience with Packaging Machinery/Capital Equipment.
• 2+ years' experience in managing a team of direct reports or projects requiring coordination of people.
• 2 years’ experience with SAP or similar ERP (Enterprise Resource Planning) system.
• 2 years’ Microsoft office suite (Word, Excel, PowerPoint).
• 10% Domestic and International Travel

Preferred Qualifications

• Project Management Certification
• Technical knowledge of Capital Equipment (ideally pharmaceutical)
• Ability to make decisions promptly and effectively
• Ability to build relationships with people at all levels of the organization internally and externally
• Proven ability to lead, motivate and develop a team
• Knowledge of P&L and budgetary process

The expected compensation range for this non-exempt position is between $120,000 - 150,000 annually.

Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. Total rewards at Syntegon include salary + bonus (if applicable) + benefits.

The welfare of our employees’ matters to us. Therefore, Syntegon offers a generous and attractive benefits package that meets our employees’ needs.

• Health insurance (Medical, Dental, Vision, and Prescription from day one)
• 401(k) with generous Company Match
• Employer Paid Short- and Long-Term Disability Insurance, Life Insurance
• Education Assistance Program
• Paid Time Off
• Employee Assistance Program

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.