Senior After-Sales Technical Support Lead (CNC & Service)

EMAG - USA; Farmington Hills (MI); On-site; USD 85,000 - 120,000; Full time

Job summary

EMAG seeks a seasoned Service Engineer to provide on-site technical support in Farmington Hills, MI, coordinating with customers, coordinators, after-sales, and field engineers to resolve issues quickly and professionally.

You will own the service backlog, create cost estimates, plan task lists and quotes, and oversee parts/tooling acquisition, shipments and invoicing while building durable relationships with customers and vendors.

Qualifications

• 8–10 years in machine-building service or equivalent experience.
• Intermediate Microsoft Office; SaaS/cloud application experience.
• Knowledge of FANUC and/or Siemens controls.
• SAP familiarity preferred.
• German language ability preferred.

Responsibilities

• Deliver professional, day-to-day support to end customers and field service engineers.
• Provide technical guidance to field service engineers, technicians, and the parts team.
• Own the service backlog—monitor, prioritize, and optimize workflow.
• Serve as the interface between technicians and higher service tiers.
• Create cost estimates based on scope and discussions with customers/engineers.
• Plan task lists, quotes, and reports; coordinate service jobs to closure.
• Build durable relationships with customers, vendors, and internal partners.
• Oversee parts/tooling acquisition, shipment, and tracking; manage POs and invoicing.
• Resolve scheduling conflicts, pricing questions, report errors, invoice discrepancies, and disputes.
• Work cross-functionally to integrate machine know-how into service delivery.
• Lead field service team efforts aligned to evolving customer needs and company goals.
• Track travel and work time for service engineers; execute invoicing and filing tasks.

Skills

Service engineering experience

Microsoft Office

SaaS/cloud apps

FANUC controls

Siemens controls

SAP familiarity

German language ability

ISO 9001/14001 knowledge

Job description

EMAG seeks a seasoned Service Engineer to provide on-site technical support in Farmington Hills, MI, coordinating with customers, coordinators, after-sales, and field engineers to resolve issues quickly and professionally.

You will own the service backlog, create cost estimates, plan task lists and quotes, and oversee parts/tooling acquisition, shipments and invoicing while building durable relationships with customers and vendors.