CNC Service Director

Job Description

Service Director, Central South (Houston, TX)

Salary Range : $130,000 (based on experience)

Travel : 70%

Employment Type : Exempt

Position Overview :

The Service Director is responsible for managing costs, driving revenue, and ensuring customer satisfaction through high-quality service and timely responses. This position involves leading the regional service operations with a focus on achieving key performance indicators (KPIs) such as efficiency, billing, and service response times.

Key Responsibilities :

• Build and maintain a strong service organization in the assigned region.
• Manage and maintain service KPIs, including service efficiency, billing, product problem reporting, and response time.
• Ensure profitability of local offices by managing costs and revenue generation.
• Oversee and improve regional service processes, procedures, documentation, and reporting; propose changes when necessary.
• Develop action plans to increase profitability and adjust resources based on market conditions.
• Provide technical and policy support to local service coordinators and managers.
• Negotiate and prepare corporate service and spare parts agreements with customers.
• Visit customers (both independently and with sales teams) to recover lost clients and strengthen relationships with existing or new clients.
• Manage and oversee local personnel, ensuring adequate technical support for customers.
• Monitor and track training for service personnel based on skill levels and machine installations.
• Handle escalation cases and prepare executive summaries for management.
• Oversee regional supplies, including service tooling and calibration processes.
• Coordinate with regional and national service managers when necessary.
• Present service performance updates in subregional status meetings, focusing on KPIs such as revenue, efficiency, and response time.
• Address and resolve issues within local offices.
• Coordinate factory support for installations and global service interventions as required.
• Manage escalations and second-level tickets, escalating to national or global teams when needed.
• Conduct performance reviews, interview potential employees, and coordinate regional training for new hires.
• Ensure timely invoicing for services within the region and support collections when needed.
• Conduct regular subregional service meetings to guide and support the team.
• Perform other duties as assigned.

Minimum Requirements :

Salary : $130,000