CNC Service Operations Specialist

Job Description

Job Description

Step into a day at EMAG

Morning begins with a call from a plant manager: a multi-axis lathe is down. You diagnose remotely, brief a field service engineer, and arrange parts shipment. By noon, you’re reviewing the service backlog, prioritizing jobs, and generating a cost estimate after consulting with the customer and our engineers. In the afternoon, you coordinate with service coordinators, after-sales support, and field technicians to lock in schedules, resolve invoice discrepancies, and ensure the right tooling is on the way. You close the day by updating reports, tracking technician time, and confirming that every customer request is on a path to resolution.

What you’ll take ownership of

• Serve as a professional, first-line point of contact for end customers and field service engineers, delivering timely, courteous support.
• Guide field service engineers, technicians, and our parts team with practical technical direction.
• Maintain and monitor the service backlog to keep workflow efficient and predictable.
• Act as the liaison between technicians and higher-level service teams within the EMAG Group.
• Develop cost estimates from scope, customer discussions, and engineering inputs.
• Plan service task lists, prepare quotes and reports, and coordinate service jobs to achieve prompt issue resolution.
• Build trusted relationships with customers, vendors, and internal teams through consistent, professional communication.
• Oversee acquisition, shipping, and tracking of parts and tooling; manage POs and invoicing to ensure smooth service delivery.
• Troubleshoot and resolve scheduling conflicts, pricing questions, reporting inaccuracies, invoice discrepancies, and related disputes.
• Collaborate cross-functionally to embed EMAG machine know-how into our service execution.
• Lead initiatives within the field service team to address evolving customer needs and company goals.
• Track service engineer travel and work time accurately.
• Handle Service department invoicing and filing.
• Support additional assignments as required.

Experience that helps you thrive

• 8–10 years as a Service Engineer/Technician in machine building.
• Comfort with Microsoft Office and SaaS/cloud tools.
• Hands-on familiarity with FANUC and/or Siemens controls.
• SAP exposure is beneficial.
• German language skills are a plus.

Traits and skills we value

• Exceptional organization; able to juggle priorities in a fast-paced setting.
• Calm under pressure; consistently professional and emotionally mature.
• Clear communicator who can translate technical detail for non-technical audiences.
• Personable, reliable, and team-oriented.
• Self-directed yet flexible; patient yet energetic.
• Familiarity with ISO 9001/14001 basics.

Technical proficiencies

• Equipment Troubleshooting; Equipment Diagnostics & Troubleshooting
• Troubleshooting Skills; Mechanical Troubleshooting Skills
• CNC Machine Repair and CNC Machine Installation
• Manufacturing Instruction (MI)
• Troubleshooting Industrial Automation Equipment
• Service, Maintenance and Repair Skills
• Field Service Readiness
• Troubleshooting CNC Machines
• Basic Computer Skills

Machines & technologies you’ll support

• CNC Mill (3–4 axis VMC)
• CNC Laser Cutter
• CNC Lathe (2–4 axis)
• CNC Router
• CNC Mill (5+ axis VMC)
• CNC Lathe (5+ axis)

Why EMAG

At EMAG, your growth fuels our innovation. Join an international team with meaningful development opportunities—and enjoy a rich benefits package that includes a strong 401(k) match and $0 employee premiums on medical, dental, and vision coverage.

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.

• Frequently be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.

• Must occasionally lift and/or move up to 40 pounds.

• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.

• Plant manufacturing may be noisy from time to time, especially when visiting customer sites. Hearing protection may be required in some circumstances.

• Ability to multi-task and meet critical deadlines

• Overtime may be necessary as work load’s dictate. This may include weekdays, weekends and/or holidays.

• Job will generally be performed in an office environment, but may require travel to and visit a customer’s office, production facility or job site. Conditions will vary at each location, but the conditions listed above will generally apply.