Job Summary
The Services Manager is responsible for leading and managing service operations to ensure reliable machine performance, effective technical support, and high customer satisfaction. The role focuses on service planning, team development, technical problem resolution, and after-sales support for standard, special, and CNC machine tools and their control systems, while improving service quality, operational efficiency, and overall customer experience.
Job Responsibilities
- Manage and oversee service operations for standard, special, and CNC machine tools and their control systems.
- Plan, coordinate, and monitor service activities, including installation, commissioning, maintenance, troubleshooting, and repair.
- Lead and supervise service engineers and technicians to ensure efficient service delivery and high-quality technical support.
- Provide technical guidance and coordinate with engineering teams and manufacturers to resolve complex mechanical, electrical, and CNC control system issues.
- Ensure timely and effective resolution of customer complaints and technical problems to maximize customer satisfaction and minimize equipment downtime.
- Manage service planning, manpower allocation, scheduling, and resource utilization to achieve operational efficiency.
- Coordinate spare parts requirements and ordering with regional and other relevant parties
- Organize and conduct technical training for service engineers, regional service teams, and customers on new and existing equipment.
- Monitor service performance, service costs, customer satisfaction, and other key performance indicators (KPIs).
- Ensure compliance with company policies, quality standards, and applicable health and safety regulations.
- Perform other duties and responsibilities as assigned by management.
Qualifications
- Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics, Industrial Engineering, or a related field.
- 6-8 years of experience in technical service, field service, or after-sales service, preferably in the machine tool or CNC machinery industry.
- Strong knowledge of mechanical and electrical systems, CNC machine tools, control systems, troubleshooting, and maintenance.
- Good command of English for technical communication and coordination with international teams.
- Experience in service operations management, service planning, and resource allocation.
- Proven leadership and team management skills, with the ability to motivate, coach, and develop service personnel.
- Ability to manage multiple priorities, work under pressure, and resolve customer issues effectively.
- Proficiency in Microsoft Office and service reporting tools.
- Willingness to travel domestically and internationally when required.