Job Description
SUMMARY
This senior-level service role combines hands-on technical expertise with regional leadership responsibility. The position serves as the primary service and customer support contact for a defined region, balancing field-based service work with oversight, coordination, and performance management of service operations. The role plays a critical part in maintaining customer satisfaction, driving service quality, and ensuring efficient response and resolution across complex CNC environments.
RESPONSIBILITIES
- Serve as the main regional service contact, coordinating incoming service requests and assigning work to field personnel.
- Provide advanced technical support and troubleshooting for CNC equipment involving mechanical, electrical, pneumatic, hydraulic, and PLC systems.
- Support and mentor service engineers through field assistance, technical guidance, and localized training initiatives.
- Oversee open service issues, ensuring timely resolution, proper documentation, and customer communication.
- Prepare service estimates, manage service reports, and support billing and quality documentation processes.
- Conduct performance feedback activities, participate in interviews, and assist with ongoing training and development planning.
- Support machine installations, inspections, shipping coordination, and showroom equipment activities as needed.
- Perform regular safety and compliance audits related to service and facility operations.
QUALIFICATIONS
- Bachelor’s degree required.
- Five to seven or more years of progressive service engineering experience with exposure to leadership or regional responsibility.
- Strong working knowledge of CNC systems, including mechanical, electrical, pneumatic, hydraulic, PLC, and programming fundamentals.
- Demonstrated ability to manage multiple priorities in fast-paced, field-driven environments.
- Proven customer-facing communication skills with a professional, solutions-focused approach.
- Strong organizational skills with attention to detail and follow-through.
- Proficiency with standard business software; experience with ERP or CRM systems is a plus.
BENEFITS
- Competitive base compensation with performance-based bonus opportunities.
- High-visibility regional leadership role with strong ownership and decision-making impact.
- Blend of hands-on technical work and leadership responsibilities for continued skill growth.
- Opportunity to work directly with customers and advanced CNC technologies.
- Comprehensive benefits package supporting long-term career stability.
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