We are seeking an experienced CNC Service Manager to lead and oversee a team of Field Service Technicians responsible for installation, troubleshooting, repair, and maintenance of CNC machine tools. The ideal candidate will bring strong technical expertise in CNC machinery along with proven leadership experience, excellent customer service skills, and the ability to manage service operations efficiently.
This role plays a key part in ensuring high service quality, equipment reliability, and customer satisfaction while coordinating daily service activities, improving processes, and developing service personnel.
Lead, mentor, and develop a team of CNC Field Service Technicians.
Oversee technician scheduling, dispatching, training, and performance management.
Conduct technical training sessions and assist with onboarding of new service technicians.
Maintain strong communication between service teams, customers, and internal departments.
Coordinate and prioritize service calls, installations, preventative maintenance, and emergency repairs.
Ensure all service work is completed accurately, efficiently, and in alignment with company standards.
Maintain service documentation, work orders, warranty claims, and service reports.
Monitor KPIs such as response times, first-time fix rates, travel utilization, and customer satisfaction.
Improve service workflows, preventive maintenance programs, and parts inventory practices.
Provide advanced troubleshooting support for CNC machines, including controls, drives, servo systems, hydraulics, and pneumatics.
Assist with high-level diagnostics and escalations for Fanuc, Siemens, Mitsubishi, Heidenhain, or other major CNC platforms.
Review service trends and recurring issues to develop long-term corrective action plans.
Support technicians in diagnosing complex mechanical, electrical, and controls-related machine issues.
Serve as a primary point of contact for major customers and service escalations.
Maintain a strong focus on customer satisfaction, communication, and relationship building.
Provide technical guidance and service recommendations tailored to customer needs.
Ensure timely and accurate follow-up on service activities, quotes, and solutions.
Assist with budgeting, forecasting, and long-term planning for service operations.
Support the development of service offerings, maintenance contracts, and revenue initiatives.
Ensure compliance with safety policies, OSHA standards, and company procedures.
Manage vendor relationships, warranty support, and parts procurement when required.
5+ years of CNC service experience, including troubleshooting, repair, and installation.
2+ years of supervisory or team leadership experience.
Strong technical understanding of CNC systems, including controls, servo/drive systems, electronics, hydraulics, and mechanics.
Experience with major CNC brands such as Fanuc, Siemens, Haas, Mazak, Okuma, or similar.
Excellent problem-solving and communication skills.
Ability to manage multiple priorities and service schedules in a fast-paced environment.
Valid driver’s license and willingness to travel as needed.
Associate’s or Bachelor’s degree in Electrical, Mechanical, Mechatronics, or a related field.
Experience managing field service teams in the machine tool industry.
Knowledge of ERP/CRM systems, service scheduling tools, and spare parts inventory.
Experience with lean principles or process improvement methodologies.
Competitive salary + performance incentives
Healthcare, dental, and vision coverage
Paid time off and holidays
401(k) with company match
Company vehicle or travel reimbursement
Professional development and technical training opportunities
You should be proficient in: