CNC Aftermarket Service Technical Advisor

Job Description

Job Description

Join EMAG and Shape the Future of Precision Manufacturing

At EMAG Group, your growth fuels our innovation. Expect meaningful challenges, global collaboration, and tailored development paths—plus competitive benefits, including a strong 401(k) match and a $0 employee premium for medical, dental, and vision coverage.

A Day in This Role

Start your day reviewing overnight service requests from customers and field engineers. You’ll triage technical issues, advise on diagnostics for EMAG or comparable machine tools, and coordinate the next steps—whether that’s dispatching a field technician, preparing a quote, or arranging just-in-time parts shipment. Throughout the day, you’ll interface with service coordinators, after-sales, and technology teams worldwide, track technician travel and work hours, and ensure invoices and reports are accurate and timely. By evening, you’ve turned complex problems into clear action plans—and strengthened customer relationships along the way.

What You’ll Own

• Serve as a primary technical advisor to end customers, field service engineers, customer service, and global technology teams
• Act as the liaison between EMAG Group and customer-facing teams, ensuring smooth information flow
• Develop cost estimates based on scope, machine condition, and consultation with engineers/customers
• Plan and coordinate service tasks, quotations, visit schedules, and follow-up reports for prompt issue resolution
• Procure, ship, and track parts and tooling with just-in-time efficiency for field operations
• Resolve scheduling conflicts, pricing questions, reporting gaps, invoice discrepancies, and related disputes
• Champion continuous improvement within the service team to meet evolving customer and business goals
• Track technician travel/work time and manage related documentation
• Handle department invoicing and filing; take on additional assignments as needed

Experience & Background

• 5–10 years as a Service Engineer/Technician in machine building
• Proficiency with Microsoft Office (intermediate level)
• Hands-on familiarity with FANUC and/or Siemens controls
• SAP exposure is advantageous
• German language skills are a plus

Core Strengths

• Exceptionally organized; able to juggle priorities in a fast-paced setting
• Calm under pressure; consistently professional and emotionally mature
• Skilled at translating complex technical issues for non-technical stakeholders
• Friendly, dependable, and trustworthy collaborator
• Team-oriented, self-directed, patient, energetic, and adaptable
• Working knowledge of ISO 9001/14001 frameworks

Proficiencies We Value

• Diagnosing equipment faults and root-cause troubleshooting
• Mechanical problem-solving on precision machinery
• Repairing and overhauling CNC equipment
• Installing and commissioning CNC machines
• Reading and applying Manufacturing Instructions (MI)
• Troubleshooting industrial automation systems
• Customer-oriented service delivery
• Maintenance and repair best practices
• Preparedness for field service demands
• Equipment diagnostics and test methodologies
• Systematic troubleshooting of CNC machines
• Comfort with basic computer usage and documentation

Machines & Technologies

• VMCs: 3–4 axis and 5+ axis machining centers
• CNC lathes: 2–4 axis and 5+ axis platforms
• CNC laser cutting systems
• CNC routers

Work Environment & Physical Expectations

• Frequent standing, walking, sitting, reaching, climbing/balancing, stooping/kneeling; manual dexterity and clear verbal communication
• Occasional lifting/moving of up to 40 lbs
• Close/distance vision, depth perception, and focus adjustment required
• Manufacturing sites may be noisy; hearing protection could be necessary at times
• Multitasking against deadlines; occasional overtime (weekdays, weekends, or holidays) as workload dictates
• Primarily office-based with travel to customer facilities as needed; conditions vary by site

Physical/Mental/Environmental Demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.