Technical Customer Support Manager

Job SummaryManage 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 ResponsibilitiesLead 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.