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Job Duties:

• Work with the CNC Service Manager to manage and supervise CNC Field Service Technicians, which includes reviewing and approving schedule requests, holding team accountable, reviewing service reports, and conducting annual performance evaluations. Assist in co-supervising internal service and technical support staff.

• Ensure the accurate installation and optimal performance of all CNC machine tools to meet customer expectations.

• Provide advanced technical troubleshooting support and training to the Service department.

• Manage customer relationships, especially during complex situations and on-site visits.

• Serve as a liaison to relay service updates, feedback, and quality suggestions to enhance our builder's efforts.

• Evaluate the technical skills of technicians and develop personalized training plans as necessary.

• Ensure appropriate staffing levels in the field service department and strive for same day/next day response times.

• Analyze metric data, identify areas for improvement, and implement continuous improvement projects as needed.

• Occasional travel, up to 25%, may be required.

Requirements:

• Bachelor's degree or equivalent experience.

• At least 7 years of experience in Service Management/Engineering within the CNC machine tool industry.

• Familiarity with machine tool spindles, spindle repair, and machine design.

• Prior experience utilizing Salesforce for data capture and metric analysis is highly preferred.

• Proven track record of effectively managing a dynamic field team.

• Hands-on experience making business decisions or taking actions to solve problems and achieve goals.