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CNC Service Manager

2 months ago

Reston, Virginia, United States First Search Inc. Full time

Key Responsibilities:

  • Oversee the workforce management of CNC Field Service Technicians, collaborating with the CNC Service Manager to review and approve schedule requests, ensure accountability, and conduct service report reviews and annual performance evaluations.
  • Ensure that all CNC machine tools are installed accurately and running at efficient levels, meeting customer expectations.
  • Provide advanced technical troubleshooting support and training to the Service department.
  • Manage customer relationships, including complex situations and on-site visits, to foster strong partnerships.
  • Act as a liaison to provide service updates, feedback, and quality suggestions to improve upstream efforts and enhance the builder's overall performance.
  • Evaluate technicians' technical proficiencies and develop individualized training plans as needed to enhance their skills.
  • Ensure the appropriate staffing of the field service department and drive same day/next day response times to meet customer needs.
  • Develop and evaluate metric data to identify areas for improvement and implement continuous improvement projects as needed.
  • Travel is required, up to 25%, to support business operations.

Requirements:

  • Bachelor's degree or relevant experience in a related field.
  • At least 7 years of experience in Service Management/Engineering in the CNC machine tool industry.
  • Experience with machine tool spindles, spindle repair, and machine design is essential.
  • Prior experience using Salesforce to capture information and analyze metric performance is highly desirable.
  • A proven track record of managing a dynamic field team and making business decisions or taking actions to solve problems or achieve goals.