Experienced Technical Customer Support Manager – Modernization, Contract Management, and Technical Support

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a knack for managing complex projects and teams? Look no further than arenaflex, a global leader in processing and packaging technology, where you can leverage your expertise to drive business growth and customer satisfaction. As an Experienced Technical Customer Support Manager at arenaflex, you will play a critical role in managing the Modernization, Contract Management, and Technical Support product line, driving target sales and gross margin objectives. This includes marketing, selling, and executing profitable and on-time modernization equipment/projects. You will lead a team of project leaders and contract managers, overseeing all quoting, monitoring, and scheduling of modernization projects, service agreements, and upgrade kits.

About arenaflex

arenaflex is a strategic partner for the pharmaceutical and food industries, providing innovative technologies and sustainable solutions to help our customers achieve their goals. With a global presence and a team of 6,900 colleagues worldwide, we are committed to delivering seamless processes, cutting-edge technologies, and exceptional customer experiences. Our products and services ensure that vaccines are safely filled, tablets can fully release their active ingredients, and favorite chocolate and snacks are sustainably packaged.

Key Responsibilities

As an Experienced Technical Customer Support Manager, your key responsibilities will include:

• 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.

Your Profile

To succeed in this role, you will need:

• 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.

What We Offer

As an Experienced Technical Customer Support Manager at arenaflex, you can expect:

• Competitive Compensation: The expected compensation range for this non-exempt position is between $120,000 - 150,000 annually.
• Total Rewards: Total rewards at arenaflex include salary + bonus (if applicable) + benefits.
• Benefits Package: A generous and attractive benefits package that meets our employees' needs, including:

+ 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.

• Career Growth Opportunities: arenaflex is committed to developing our employees' skills and careers, with opportunities for growth and advancement.
• Diverse and Inclusive Work Environment: arenaflex is an Equal Opportunity Employer committed to a diverse workforce, with a culture that values diversity, equity, and inclusion.

Join arenaflex Today!

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a global team that is shaping the future of processing and packaging technology. Apply now and take the first step towards a rewarding career with arenaflex! Apply for this job