Customer Service Manager

Position SummarySNK America is seeking a Customer Service Manager with strong electrical and mechanical machine tool knowledge to coordinate technical support for customers. This position serves as a primary contact for customers experiencing machine problems, works closely with our service team, and communicates with engineers and technical support personnel in Japan to help resolve issues.The ideal candidate combines technical troubleshooting experience, strong customer communication, and management skills to prioritize support requests, coordinate field service schedules, and keep customers informed throughout the service process.Key ResponsibilitiesReceive and manage customer calls and emails regarding machine alarms, malfunctions, performance concerns, and service needs.Gather technical information, including alarm codes, operating conditions, service history, photographs, and troubleshooting results, to support diagnosis.Provide initial electrical and mechanical troubleshooting assistance and coordinate additional support when needed.Communicate with SNK Japan’s engineering and technical support teams, clearly documenting customer concerns and relaying recommended actions to customers and service technicians.Coordinate field service scheduling with the Service Manager, balancing customer urgency, technician availability, required skills, travel, and parts readiness.Manage open support cases from initial contact through resolution, ensuring timely follow-up and clear ownership of next steps.Maintain accurate records of customer communications, troubleshooting activities, service visits, and resolutions.Coordinate with service, parts, and other internal departments to support repairs and minimize customer downtime.Handle customer concerns professionally, manage expectations, and escalate urgent or unresolved issues.Support the Service Manager in setting priorities, coordinating team workloads, and improving customer support processes.Required QualificationsMinimum of five years of experience in machine tool service, technical support, field service, or a closely related role.Strong technical knowledge of CNC machine tools, including both electrical and mechanical systems.Ability to read and interpret electrical schematics, mechanical drawings, and technical manuals.Experience troubleshooting machine issues and coordinating technical support.Strong customer-facing skills, with the ability to communicate calmly and professionally during equipment downtime.Excellent verbal and written communication skills, including the ability to explain technical issues clearly and document them accurately.Strong management, leadership, organizational, and problem-solving skills.Ability to prioritize multiple service requests and coordinate field service schedules.Ability to work effectively with customers, service technicians, and international engineering teams.Preferred QualificationsExperience supporting large CNC milling machines or machining centers.Familiarity with CNC controls, PLCs, servo systems, hydraulics, and pneumatics.Previous experience coordinating with a machine tool manufacturer or overseas technical support team.