Regional Customer Support Manager

Makino; Wichita (KS); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Makino is seeking a Regional Customer Support Manager to lead service operations across the Mid Central region (KS, MO, TX, OK). Primarily home‑based with regular travel to customer sites, you will manage a team of field service engineers and coordinators while driving uptime and service profitability.

You will build strong customer relationships, escalate issues, and collaborate with Sales, Engineering, Parts and Operations to deliver a seamless experience.

Qualifications

• Bachelor’s degree preferred in engineering, manufacturing, or a technical discipline.
• 8+ years of relevant industry or business experience.
• 5+ years in a supervisory or management role in service or technical operations.
• 5+ years of customer support or field service experience.

Responsibilities

• Overseeing all regional customer support activities, including installations, warranty work, preventive maintenance, and service escalations.
• Acting as the primary escalation point for key customers and ensuring issues are resolved quickly and professionally.
• Building and maintaining strong relationships with strategic customers and long‑term partners.
• Leading, coaching, and supporting a team of field service engineers, coordinators, and contracted service providers.
• Managing schedules and resources to ensure timely response and efficient coverage across the region.
• Driving service revenue through maintenance agreements, contract services, and uptime‑focused solutions.
• Managing regional service budgets, warranty exposure, and overall service profitability.
• Working closely with Sales, Engineering, Parts, and Operations to deliver a seamless customer experience.
• Promoting safe work practices and ensuring compliance at customer sites.
• Using service metrics and customer feedback to continuously improve performance and customer satisfaction.

Skills

Leadership

Remote team management

Customer service

Budgets & KPIs

Clear communication

Education

Bachelor’s degree preferred

Job description

Makino is Hiring: Machine Tool Regional Customer Support Manager

We’re looking for an experienced Regional Customer Support Manager to lead service operations and support customers across the Mid Central region (KS, MO, TX, OK). This role is ideal for someone who understands machine tools, values strong customer relationships, and enjoys leading technical teams in a fast‑paced manufacturing environment. Ideally, the person lives in the Wichita, KS area, but we are open to other areas within the region.

What You’ll Be Responsible For

• Overseeing all regional customer support activities, including installations, warranty work, preventive maintenance, and service escalations
• Acting as the primary escalation point for key customers and ensuring issues are resolved quickly and professionally
• Building and maintaining strong relationships with strategic customers and long‑term partners
• Leading, coaching, and supporting a team of field service engineers, coordinators, and contracted service providers
• Managing schedules and resources to ensure timely response and efficient coverage across the region
• Driving service revenue through maintenance agreements, contract services, and uptime‑focused solutions
• Managing regional service budgets, warranty exposure, and overall service profitability
• Working closely with Sales, Engineering, Parts, and Operations to deliver a seamless customer experience
• Promoting safe work practices and ensuring compliance at customer sites
• Using service metrics and customer feedback to continuously improve performance and customer satisfaction

What We’re Looking For

• Leadership experience in the machine tool industry or a related high‑tech manufacturing environment
• A proven track record of managing remote technical teams and external service partners
• Strong customer service skills with the ability to handle difficult situations and resolve conflicts effectively
• Solid business judgment and experience managing budgets, KPIs, and operational performance
• Clear communicator who can build trust with customers and internal teams alike

Qualifications

• Bachelor’s degree preferred (engineering, manufacturing, or technical discipline a plus)
• 8+ years of relevant industry or business experience
• 5+ years in a supervisory or management role, ideally in service or technical operations
• 5+ years of customer support or field service experience

Work Environment

• Primarily home office‑based with regular travel throughout the region
• On‑site work at customer manufacturing facilities and shop‑floor environments

If you’re looking for a leadership role where you can make a real impact on customers, teams, and service performance, we’d love to hear from you.