Maintenance Engineer -- CNC Machinery (36441)

Activ8 Recruitment & Solutions; Itasca (IL); On-site; USD 70,000 - 95,000; Full time

Job summary

Activ8 Recruitment & Solutions is seeking a Maintenance Engineer for a near-Itasca, IL client. The role oversees customer inquiries and support operations for the Machine Tools department, focusing on installation, maintenance, and on-site service of industrial machinery.

The ideal candidate has strong leadership, CRM experience, and the ability to deliver effective training programs while coordinating with internal teams to resolve escalations.

Qualifications

• Minimum 5 years of management experience in technical support service.
• Experience with CRM case management workflows.
• Experience delivering technical training programs.
• Experience working with external service providers and contractors.
• Excellent written and verbal communication skills.
• Strong organizational skills and multitasking ability.

Responsibilities

• Oversee customer inquiries across channels and prioritize/resolution.
• Set standards for customer communication, service levels, and pricing.
• Track department performance and drive efficiency improvements.
• Source and manage third-party service contractors and negotiate terms.
• Lead design and rollout of repair and exchange programs.
• Collaborate with Product Management, Service, Engineering during escalations.
• Develop and refine customer training materials.
• Handle customer cases directly as needed.

Skills

Customer service

Communication

Technical aptitude

CRM workflow

Training program delivery

Team leadership

MS Office

Tools

CRM systems

Job description

An international manufacturer of industrial injection molding machinery is seeking a Maintenance Engineer -- CNC Machinery near Itasca, IL to oversee customer support operations for their Machine Tools department. Ideal candidates will have prior experience with the installation, maintenance, and upkeep of industrial-grade injection molding machinery on customer sites. A valid passport and driver’s license with good driving record are required. This is a direct-hire position and offers a competitive salary and excellent benefits, including medical, dental, vision, and life insurance and 401(k).

Maintenance Engineer Responsibilities:

• Oversee all customer inquiries received via multiple channels and ensure proper prioritization, triage, and resolution of issues in a timely manner
• Establish standards for customer communication, service levels, and program pricing and define processes for evaluation
• Track performance of department operations and implement improvement initiatives for efficiency, quality, etc. as needed
• Source and manage third-party service contractors and repair providers and negotiate pricing, service agreements, and standard expectations
• Take leadership on design and implementation of new repair and exchange programs and work with other internal departments to support execution
• Work in collaboration with other internal teams—Product Management, Service, Engineering, Quality, etc. on escalations when necessary
• Develop training materials and other customer-focused training materials, reviewing and refining regularly to ensure effectiveness
• Handle customer cases personally as needed

Maintenance Engineer Qualifications:

• Minimum 5 years of management experience in technical support service
• CRM case management workflow experience and the capability to process cases
• Prior experience with the development and delivery of training programs for technical support
• Prior work with external service providers and third-party contractors
• Proven customer service skills, with a professional demeanor
• Excellent communication skills, both written and verbal, and the ability to effectively communicate detailed instructions
• Strong technical aptitude and the ability to learn the full product lineup for best support
• Fluent in Microsoft Office applications—Excel, Word, Outlook, etc.
• Highly organized and able to work effectively with shifting priorities and handle multiple tasks simultaneously
• Able to work effectively with minimal supervision in a fast-paced environment
• This position is in an office work environment. While performing the duties of this job you may be required to intermittently sit, stand, walk, lift up to 25 pounds, lift in excess of 25 pounds with a lift assist, climb stairs, use hands to handle or feel parts/equipment, reach with hands and arms, stoop, kneel, crouch, bend at the waist, talk and hear. You may also be required to use close vision, distance vision, color vision, depth perception, and peripheral vision.