Position Details

Job Title:     Service Manager - Mexico
Job Number:     17-15
Division:     Die Casting
Date Posted:     09/27/2017

Job Title:                 Service Manager

Date Written:          September 25, 2017

Division:                  Die Casting

Location:                 Leon, Gto, Mexico Office

Supervisor:             Service Manager, North America

FT/PT:                    Full-Time

FLSA:                     Non-Exempt



Toshiba Machine Co., America (“TMA”) has been an Illinois corporation since 1975, and is a wholly owned subsidiary of Toshiba Machine Co., Ltd., a premier manufacturer of a variety of high-quality industrial machinery including die cast machines.  The principal responsibility of the Service Manager is to manage the service and technical support needs of our die casting machine customers located in Mexico.


Essential Duties:

·      Manage all Die Casting Division field service representatives in Mexico, using to full advantage integrated software systems provided by TMA.

o   Service logging for all incoming service inquiries,

o   Service scheduling and dispatch,

o   Service call resolution logging,

o   Manage billing for all department activities,

o   Employee evaluations, hiring, discharge, disciplinary measures, and time management,

o   Expense report review and approval,

o   Employee training and support.

·      Effectively coordinate service scheduling with headquarter office service manager in Elk Grove Village, IL.

·       Manage telephone technical support operations.

·      Communicate directly with customers to satisfactorily resolve machine issues, visiting customer facilities as required.

·       Travel to customer sites primarily in Mexico (with potential travel throughout Central & South America) to service die casting machines, including; troubleshooting, repairs, modifications, installation, installation start-up, etc.

  • Be “on-call” for emergency dispatch to customer sites as required.
  • Qualify, engage, and manage independent contractors in support of service operations.
  • Development and analysis of business operations reporting and period reporting for top management.


Any others duties and tasks, consistent with your abilities, which may be assigned.


Minimum Requirements:

  • Ten (10) years experience in die casting machinery service work.
  • Five (5) years experience supervising service support operations.
  • Excellent customer service skills and proven ability in developing and maintaining effective internal and external working relationships.
  • Bi-lingual capability, written and oral, English / Spanish.
  • Microsoft Dynamics AX strongly preferred.
  • Valid passport for travel to and from Mexico, and the willingness to do so.
  • Valid unrestricted driver’s license with a driving record free of serious incidents.
  • Sufficient credit or other financial resources to permit unrestricted domestic and international travel pending expense report reimbursement of legitimate business expenses.
  • The ability to safely lift 70 pounds and work in awkward positions such as; kneeling, bending, reaching (under machines, above machines, etc.).


Working Conditions:

  • Substantial travel, up to 80%, throughout Latin America.
  • Manufacturing conditions at a wide variety of customer sites.  These facilities may have certain standards, which all vendors must meet in order to gain access, including the requirement for drug, background and health screening.  Employment is contingent on employee’s compliance to the standards established by each such facility, as evidenced by the results of the required screening.


If you wish to submit your resume for consideration, please email to hr@toshiba-machine.com or fax to 1-847-709-7352 and reference the job number.


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