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%.
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.