Technical Services Manager

About The Group

Job Overview

At Lavazza North America, the Technical Services Manager is responsible for driving technical service excellence and commercial growth within a defined territory. This role partners closely with distributor partners, field sales teams, and internal stakeholders to ensure optimal performance of technical service operations, customer satisfaction, and asset reliability. The role does not include direct people management but requires strong cross-functional collaboration and field presence.

Job Responsibilities

• Serve as the primary technical liaison for assigned territory, supporting service-related sales initiatives and customer escalations.


• Provide technical training and re-education to distributor partners and field teams on equipment capabilities, maintenance, and troubleshooting.


• Monitor and improve key performance metrics such as first-time fix rate, asset uptime, and service response time.


• Conduct site visits for installations, demos, and escalated service issues to ensure customer satisfaction and operational excellence.


• Collaborate with Account Managers and Distributor Managers to identify service gaps and implement corrective actions.


• Manage spare parts inventory and ensure compliance with standard operating procedures and safety protocols.


• Support the rollout of new equipment and technical programs in the field.


• Other duties as assigned

Job Qualifications

• 5+ years of experience in technical services, field operations, or service-related sales roles.


• Strong understanding of commercial equipment maintenance and troubleshooting.


• Proven ability to work independently and manage a territory with minimal supervision.


• Excellent communication and interpersonal skills; ability to influence without authority.


• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.


• Willingness to travel within the assigned territory.


• Experience working with distributor networks or in a B2B service environment.


• Ability to analyze service data and translate insights into actionable improvements.


• Customer-first mindset with a proactive approach to problem-solving.


• This role requires frequent travel within the assigned territory to support field operations, customer engagements, and distributor training.


• Estimated travel: 50–70%, including occasional overnight stays.


• Must have a valid driver’s license and be comfortable traveling independently to customer and partner sites.

Benefits/ Perks