CNC Service Director

1 week ago

Houston, United States Revel Staffing Full time
Job Description
Service Director, Central South (Houston, TX)

Salary Range: $130,000+ (based on experience)

Travel: 70%

Employment Type: Exempt

Position Overview:

The Service Director is responsible for managing costs, driving revenue, and ensuring customer satisfaction through high-quality service and timely responses. This position involves leading the regional service operations with a focus on achieving key performance indicators (KPIs) such as efficiency, billing, and service response times.

Key Responsibilities:

  • Build and maintain a strong service organization in the assigned region.
  • Manage and maintain service KPIs, including service efficiency, billing, product problem reporting, and response time.
  • Ensure profitability of local offices by managing costs and revenue generation.
  • Oversee and improve regional service processes, procedures, documentation, and reporting; propose changes when necessary.
  • Develop action plans to increase profitability and adjust resources based on market conditions.
  • Provide technical and policy support to local service coordinators and managers.
  • Negotiate and prepare corporate service and spare parts agreements with customers.
  • Visit customers (both independently and with sales teams) to recover lost clients and strengthen relationships with existing or new clients.
  • Manage and oversee local personnel, ensuring adequate technical support for customers.
  • Monitor and track training for service personnel based on skill levels and machine installations.
  • Handle escalation cases and prepare executive summaries for management.
  • Oversee regional supplies, including service tooling and calibration processes.
  • Coordinate with regional and national service managers when necessary.
  • Present service performance updates in subregional status meetings, focusing on KPIs such as revenue, efficiency, and response time.
  • Address and resolve issues within local offices.
  • Coordinate factory support for installations and global service interventions as required.
  • Manage escalations and second-level tickets, escalating to national or global teams when needed.
  • Conduct performance reviews, interview potential employees, and coordinate regional training for new hires.
  • Ensure timely invoicing for services within the region and support collections when needed.
  • Conduct regular subregional service meetings to guide and support the team.
  • Perform other duties as assigned.
Minimum Requirements:
  • Bachelor's degree required.
  • Knowledge of mechanical, electrical, pneumatic, hydraulic systems, CNC programming, and PLC systems is preferred.
  • Experience in related fields or machining is an advantage.
  • Strong Excel skills (V-lookup, pivot tables) required.
  • Ability to manage multiple projects in a fast-paced environment.
  • Excellent communication and professional interaction with internal and external clients.
  • Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint); SAP experience is a plus.
  • Experience with MS Visio and process flow chart development is preferred.
  • Strong leadership, problem-solving, and team-building skills.
  • Exceptional organizational skills and attention to detail.

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