SENIOR CUSTOMER SERVICE & SERVICE PARTS LEAD

Fagor Automation | CNC & Feedback Systems | Automation Solutions; Rolling Meadows (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Fagor Automation USA is seeking a Senior Customer Service & Service Parts Lead to own the daily customer experience within the Service organization. You will resolve complex issues, safeguard SAP transaction integrity, and direct the service-parts warehouse while guiding the entry-level Customer Success Representative.

You will collaborate with teams in the U.S. and Spain, drive improvements, and monitor key metrics to raise customer satisfaction and operational performance.

Qualifications

• 5+ years in customer service, service operations, or related field in manufacturing.
• Experience leading a team in customer service or service operations.
• Strong knowledge of SAP transactions and cross-functional collaboration.
• Proficient with CRM systems and Microsoft Excel.
• Excellent organizational and communication abilities; fluent problem-solving.

Responsibilities

• Resolve complex customer inquiries, requests, and escalations to closure.
• Oversee service quotations, orders, RMAs, invoicing, and SAP transactions.
• Coordinate service-parts inventory, warehouse activities, and urgent fulfillment.
• Lead and coach the Customer Success Representative on daily operations.
• Collaborate with U.S. and Spain teams on technical, commercial, and operational matters.
• Drive process improvements to enhance customer experience and efficiency.
• Monitor service metrics such as response times, inventory accuracy, and on-time fulfillment.

Skills

Leadership experience

Communication skills

Problem solving

Organizational skills

Customer focus

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

SAP

CRM systems

Microsoft Excel

Job description

The Senior Customer Service & Service Parts Lead owns the daily customer experience within Fagor Automation USA's Service organization. This role resolves complex customer matters, safeguards the integrity of service transactions in SAP, directs the service-parts warehouse, and provides functional leadership to the entry-level Customer Success Representative.

Key Responsibilities

• Manage complex customer inquiries, service requests, and escalations through resolution.
• Oversee service quotations, orders, RMAs, invoicing, and related SAP transactions.
• Coordinate service-parts inventory, warehouse activities, and urgent parts fulfillment.
• Lead and support the Customer Success Representative, providing daily direction and coaching.
• Collaborate with teams in the U.S. and Spain on technical, commercial, and operational matters.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Monitor key service and operational metrics, including response times, inventory accuracy, and on-time fulfillment.

SCHEDULE

• Full-time position (approximately 40 hours per week).
• Monday through Friday, standard business hours.

What You Will Gain

• Ownership of a critical customer-facing function with direct impact on customer satisfaction and operational performance.
• Close collaboration with Fagor Automation Spain and exposure to an international industrial technology environment.
• Advanced experience with SAP, service processes, inventory management, and cross-functional business operations.
• Opportunities to drive process improvements, influence business decisions, and contribute to the growth of the North American organization.

Fagor Automation Corp. is an Equal Opportunity Employer.

Qualifications

• 5+ years of experience in customer service, service operations, parts coordination, order management, or a similar industrial/manufacturing environment.
• Previous leadership or supervisory experience within customer service, service operations, parts management, or warehouse operations.
• Strong working knowledge of SAP or a comparable ERP system. Experience with CRM systems and Microsoft Excel.
• Excellent organizational, problem-solving, and communication skills.
• Ability to manage multiple priorities while maintaining a high level of accuracy and customer focus.
• Experience handling customer escalations and coordinating cross-functional solutions.
• High school diploma required; Associate's or Bachelor's degree preferred. Professional Spanish language skills are strongly preferred.