What are the responsibilities and job description for the CNC Service Manager position at Maverick Tech?
Position Overview
We are looking for a seasoned CNC Service Manager to guide and direct a team of Field Service Technicians. This team is responsible for the installation, troubleshooting, repair, and upkeep of CNC machine tools. The right candidate will offer deep technical knowledge of CNC machinery, demonstrated leadership, superb customer service abilities, and the capability to efficiently handle service operations.
This position is essential for guaranteeing superior service, dependable equipment, and satisfied customers through the coordination of daily service tasks, refining processes, and nurturing service staff.
Key Responsibilities
Team Leadership & Management
Provide leadership, mentorship, and development opportunities for a team of CNC Field Service Technicians.
Manage technician schedules, dispatch, training programs, and performance reviews.
Organize technical training sessions and help integrate new service technicians into the team.
Foster clear and consistent communication among service teams, clients, and internal departments.
Service Operations Management
Organize and prioritize service requests, installations, scheduled maintenance, and urgent repairs.
Confirm that all service activities are executed accurately, efficiently, and according to company standards.
Keep detailed service records, work orders, warranty claims, and comprehensive service reports.
Track important metrics such as response times, first-time resolution rates, travel efficiency, and customer feedback to improve service delivery.
Refine service procedures, preventative maintenance schedules, and parts inventory management to optimize operations.
Technical Expertise
Offer expert troubleshooting assistance for CNC machines, covering controls, drives, servo systems, hydraulics, and pneumatics.
Support high-level diagnostics and escalations for major CNC platforms like Fanuc, Siemens, Mitsubishi, and Heidenhain.
Analyze service trends and recurring problems to create effective long-term solutions.
Aid technicians in identifying complex mechanical, electrical, and control-related issues in machines.
Customer Relations
Act as the main contact for key clients and escalated service issues.
Prioritize customer satisfaction by focusing on clear communication and strong relationship development.
Deliver expert technical advice and service recommendations tailored to specific customer requirements.
Guarantee prompt and thorough follow-up on service interventions, quotations, and resolutions.
Administrative & Strategic Responsibilities
Contribute to budgeting, forecasting, and strategic planning for service operations.
Help develop service offerings, maintenance agreements, and revenue-generating initiatives.
Ensure adherence to safety protocols, OSHA guidelines, and company policies, promoting a safe working environment.
Oversee relationships with vendors, warranty claims, and parts procurement as necessary.
Qualifications
Required
Requires 5 years of experience in CNC service, including troubleshooting, repairs, and installations.
Requires 2 years of experience in a supervisory or team leadership role.
In-depth technical knowledge of CNC systems, including controls, servo/drive systems, electronics, hydraulics, and mechanics is essential.
Hands-on experience with major CNC brands like Fanuc, Siemens, Haas, Mazak, Okuma, or similar is a must.
Must possess excellent problem-solving capabilities and communication skills.
Demonstrated ability to handle multiple priorities and service schedules in a high-pressure setting.
A valid driver’s license and willingness to travel as required are essential.
Preferred
An Associate’s or Bachelor’s degree in Electrical, Mechanical, Mechatronics, or a related field is preferred.
Previous experience managing field service teams within the machine tool industry is highly desirable.
Familiarity with ERP/CRM systems, service scheduling software, and spare parts inventory management is a plus.
Experience with lean principles or process improvement methodologies is advantageous.
Benefits
Enjoy a competitive salary along with performance-based incentives.
Comprehensive healthcare, dental, and vision insurance plans.
Generous paid time off and holiday schedule.
Benefit from a 401(k) plan with company matching contributions.
Receive a company vehicle or reimbursement for travel expenses.
Access opportunities for professional growth and technical skills enhancement.
You should be proficient in:
- Leadership / People Management
- CNC Machine Repair
- CNC Machine Installation
- Troubleshooting CNC Machines