After-Sales Technical Service Operations Coordinator (Machine Tools)

Torrey Holistics; Farmington Hills (MI); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

401(k) match

Zero-premium medical, dental, and VIs

Job summary

EMAG LLC in Farmington Hills, MI, is seeking an After-Sales Technical Service Operations Coordinator to orchestrate field service delivery for EMAG and similar equipment. You will lead diagnostics to invoicing, serving as the main contact for customers and field engineers while providing remote technical direction and optimizing the service backlog.

This role blends technical planning, cost estimation, and proactive communication in a global manufacturing environment with strong benefits.

Qualifications

• 8–10 years of service/technician experience in machine building.
• Proficient in Microsoft Office; SaaS/cloud familiarity; SAP exposure beneficial.
• Working knowledge of FANUC and/or Siemens controls.
• German language skills are a plus.

Responsibilities

• Lead orchestration of field service delivery for EMAG and similar equipment.
• Serve as first-call contact for end customers and field service engineers.
• Provide remote technical direction to engineers, technicians, and parts organization.
• Administer and optimize the service backlog balancing speed, quality, and cost.
• Act as the escalation interface to higher service levels within the EMAG Group.
• Develop cost estimates from scoped work and stakeholder conversations.
• Plan service task lists, compile quotes and reports, and coordinate resources.
• Track travel and hours for service engineers; complete departmental invoicing.
• Embed EMAG machine knowledge into service practices via cross-team collaboration.
• Support team initiatives aligning with evolving customer needs and company goals.

Skills

Service Engineer/Technician

Customer communication

Organization

Multitasking

Tools

Microsoft Office

SAP

FANUC

Siemens controls

Cloud platforms

Job description

Build the engine behind exceptional serviceAt EMAG LLC, our machines power manufacturing worldwide. Our After-Sales Technical Service Operations Coordinator ensures that when customers need us, every detail—from diagnosis to parts logistics to invoicing—runs flawlessly. If you’re equal parts technician, planner, and relationship-builder, this role will let you lead from the center.Your impactLead the orchestration of field service delivery for EMAG and similar equipment by combining deep technical understanding with operational precision and customer care.Serve as the first-call professional contact for end customers and field service engineers.Provide remote technical direction to engineers, technicians, and the parts organization.Administer and optimize the service backlog to balance speed, quality, and cost.Act as the escalation interface to higher service levels within the EMAG Group.Develop cost estimates from scoped work and stakeholder conversations.Plan service task lists, compile quotes and reports, and coordinate resources to resolve requests quickly.Build trust with customers, vendors, and internal teams through proactive, transparent communication.Manage parts/tooling acquisition, shipment, and tracking; process POs and invoices for smooth execution.Resolve scheduling conflicts, pricing questions, reporting inaccuracies, invoice discrepancies, and disputes.Embed EMAG machine knowledge into service practices through cross-team collaboration.Support team-level initiatives to align with evolving customer needs and company goals.Track travel and hours for service engineers; complete departmental invoicing and filing.Contribute to additional assignments as required.Grow with a global leaderInternational, career-building environment within the EMAG Group with personalized development opportunities.Comprehensive benefits, including a strong 401(k) match and $0 employee premium medical, dental, and vision coverage.Experience & tools8–10 years of Service Engineer/Technician experience in the machine building industry.Intermediate Microsoft Office skills; familiarity with SaaS/cloud platforms; SAP exposure is beneficial.Working knowledge of FANUC and/or Siemens controls.German language skills are a plus.How you operateOrganized, dependable, and trustworthy; effective in high-stakes, time-sensitive situations.Excellent at context switching and multitasking without losing detail.Clear, personable communicator—equally comfortable with engineers and non-technical stakeholders.Collaborative teammate who is patient yet driven; autonomous yet flexible.Basic knowledge of ISO 9001/14001.Technical proficiency snapshotEquipment Troubleshooting; Equipment Diagnostics & TroubleshootingMechanical Troubleshooting SkillsCNC Machine RepairCNC Machine InstallationManufacturing Instruction (MI)Troubleshooting Industrial Automation EquipmentService, Maintenance and Repair SkillsField Service Readiness; Troubleshooting CNC MachinesBasic Computer SkillsEquipment landscapeCNC Mill (3–4 axis VMC)CNC Laser CutterCNC Lathe (2–4 axis)CNC RouterCNC Mill (5+ axis VMC)CNC Lathe (5+ axis)Physical/Mental/Environmental DemandsThe 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 deadlinesOvertime 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.Take the lead at the intersection of tech and operationsJoin us to elevate the customer experience and keep manufacturing moving.