Responsibilities :
Oversee workforce management of CNC Field Service Technicians alongside CNC Service Manager, including reviewing and approving schedule requests, accountability, service report reviews, and annual performance evaluations;
assist in co-supervision of in-house service and technical support staff.
- Ensure that all CNC machine tools are installed accurately and running at efficient levels per customer expectations.
- Assist the Service department with advanced technical troubleshooting support and training.
- Manage customer relationships, including advanced situations and on-site visits.
- Act as a liaison to provide service updates, feedback, and quality suggestions to ultimately improve upstream efforts of our builder.
- Evaluate technicians’ technical proficiencies and create individualized training plans as needed.
- Ensure appropriate staffing of field service department and drive same day / next day response time.
- Develop and evaluate metric data and develop and deploy continuous improvement projects as needed.
- Travel is required, as needed, up to 25%.
- Perform related duties as required.
Requirements :
- Bachelor's degree or applicable experience.
- 7+ years of experience in Service Management / Engineering in the CNC machine tool industry.
- Experience with machine tool spindles, spindle repair and machine design.
- Prior experience applying Salesforce to capture information and analyze metric performance highly preferred.
- Proven track record managing a dynamic field team.
- Hands on experience making business decisions or taking actions to solve a problem or reach a goal.
30+ days ago