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

Join arenaflex, a global leader in processing and packaging technology, as we continue to revolutionize the pharmaceutical and food industries. With a team of 6,900 colleagues worldwide, we strive to be the strategic partner for our customers, providing seamless processes, innovative technologies, and sustainable solutions. Our mission is to help our customers achieve their goals, and we're looking for a talented Technical Customer Support Manager to lead our Modernization, Contract Management, and Technical Support product line.

About arenaflex

arenaflex is a company that values innovation, sustainability, and customer satisfaction. We're proud to be a part of the pharmaceutical and food industries, ensuring that vaccines are safely filled, tablets release their active ingredients, and favorite chocolate and snacks are sustainably packaged. Our team is passionate about making a difference, and we're committed to providing a work environment that fosters growth, collaboration, and fun.

Job Summary

As a Technical Customer Support Manager, you'll be responsible for leading and overseeing the Modernization, Contract Management, and Technical Support product line. Your primary goal will be to deliver target sales and gross margin objectives while guiding a team of project leaders and contract managers. You'll work closely with Aftermarket Sales Managers and customers to develop value-added modernization solutions and support the fulfillment of service-level agreements.

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.

Your Profile

We're looking for a highly skilled and experienced Technical Customer Support Manager who can lead our Modernization, Contract Management, and Technical Support product line. To be successful in this role, you'll need:

• A 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

While not required, we're looking for candidates with:

• 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

arenaflex offers a comprehensive benefits package, 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 and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills.

We offer

• Opportunities for professional growth and development.
• Access to training and development programs.
• Mentorship and coaching.
• A dynamic and supportive work environment.

Work Environment and Company Culture

arenaflex is a company that values innovation, sustainability, and customer satisfaction. We're proud to be a part of the pharmaceutical and food industries, and we're committed to providing a work environment that fosters growth, collaboration, and fun. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us.

Compensation and Perks

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

How to Apply

If you're a motivated and experienced Technical Customer Support Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is 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. Apply for this job