Machine Tool After-Sales Technical Support Lead

Job Description

Job Description

Why you’ll love this role

Be the technical anchor for our service team—connecting customers, coordinators, after-sales, and field engineers to resolve issues quickly and professionally.

What you’ll do

• Deliver professional, day-to-day support to end customers and field service engineers.
• Provide technical guidance to field service engineers, technicians, and the parts team.
• Own the service backlog—monitor, prioritize, and optimize workflow.
• Serve as the interface between technicians and EMAG’s higher service tiers.
• Create cost estimates based on scope and collaborative discussions with customers/engineers.
• Plan task lists, quotes, and reports; coordinate service jobs to closure.
• Build durable relationships with customers, vendors, and internal partners.
• Oversee parts/tooling acquisition, shipment, and tracking; manage POs and invoicing.
• Resolve scheduling conflicts, pricing questions, report errors, invoice discrepancies, and disputes.
• Work cross-functionally to integrate EMAG machine know-how into service delivery.
• Lead field service team efforts aligned to evolving customer needs and company goals.
• Track travel and work time for service engineers.
• Execute invoicing and filing tasks for the Service department.
• Support additional assignments as needed.

What you bring

• 8–10 years as a Service Engineer/Technician in machine building.
• Intermediate Microsoft Office skills; SaaS/cloud application experience.
• Knowledge of FANUC and/or Siemens controls.
• SAP familiarity (preferred).
• German language ability (preferred).

How you work

• Highly organized; effective multi-tasker in fast-moving environments.
• Emotionally mature and professional under pressure.
• Clear, friendly communicator; able to translate complex technical issues.
• Dependable team player—autonomous and flexible.
• Working knowledge of ISO 9001/14001.

Proficiencies

• Equipment Troubleshooting; Equipment Diagnostics & Troubleshooting
• Mechanical Troubleshooting Skills; Troubleshooting Skills
• CNC Machine Repair; 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

• 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)

Benefits & growth

EMAG invests in you with an excellent 401(k) match and $0 employee premiums for medical, dental, and vision plans—within a global organization that supports continuous learning and career development.

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.