Technical Service Manager

IMA Group

Technical Service Manager at IMA Life providing technical resolution for customers in pharmaceutical and biotech industries. Collaborating with cross-functional teams to ensure product integrity and performance.

Posted 6/20/2026full-timeTonawanda • New York • 🇺🇸 United StatesSeniorLead💰 $105,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Provide the first point of contact for customers for technical resolution of issues
Supply of timely and accurate technical solutions
Complete on-site customer visits to gather information on customers' issues
Work with Product Line Manager to develop spare & change parts packages
Consistently observe and promote SHEQ site requirements for self, department, and all contractors, visitors, and guests.
Manage a team of technicians, engineers, administrative support, etc.
Act as primary the technical interface between Customer Service, Engineering, and the customer
Perform project related engineering tasks for Customer Service projects as needed
Update internal customers on available improvements and replacements for obsolete items for specific equipment
Direct/coordinate/manage technical solutions for the technicians/engineers
Apply product understanding and process knowledge to the development of improved product and increased performance
Periodically update & hone technical skills & knowledge via formal education, seminars, and certificate programs

Requirements

What you’ll need

Bachelor’s degree in engineering or related field OR 10+ years equivalent experience
8+ years manufacturing operations experience (engineering, purchasing, materials control, administration)
Strong understanding of industrial plants with PC/PLC control systems, refrigeration, and vacuum systems
Experience troubleshooting mechanical/electro-mechanical equipment (remote/direct), including PLCs
Ability to read blueprints, schematics, manuals, and other technical documentation
Working knowledge of mechanical/electrical tools used in pharmaceutical maintenance/technical support
Strong communication, customer service, interpersonal, and Microsoft Office skills
Experience working with internal and external customers
Proven leadership in industrial technical environments (maintenance/engineering)
Experience in multicultural/international environments
Experience supporting equipment in sterile/aseptic environments
Knowledge of aseptic filling equipment (vials, syringes, cartridges, isolators, VHP)
Ability to work independently with flexible schedule and short-notice travel
Valid driver’s license and passport required
Ability to travel up to 25% (~1 week/month), including international travel.

Benefits

Comp & perks

GLOBAL ENVIRONMENT: dynamic, flexible, avantguarde in a multinational and multicultural context.
DIVERSITY & INCLUSION CULTURE: promoted through the Corporate Code of Ethics and dedicated programs.
CONTINUOUS LEARNING: as a strategic asset for the development and motivation of people.
WELLBEING: flexible working, health insurance, are just some of our initiatives to support the well-being of people and their families.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

engineeringmanufacturing operationsPC control systemsPLC control systemsrefrigeration systemsvacuum systemstroubleshooting mechanical equipmentreading blueprintsreading schematicsaseptic filling equipment

Soft Skills

communicationcustomer serviceinterpersonal skillsleadershipability to work independentlyflexibilityproject managementteam managementtechnical interfaceproblem-solving

Certifications

Bachelor’s degree in engineeringcertificate programs