SENIOR CUSTOMER SERVICE & SERVICE PARTS LEAD

Fagor Automation; Rolling Meadows (IL); Presencial; USD 85.000 - 110.000; Jornada completa

Descripción de la vacante

Fagor Automation USA seeks a Senior Customer Service & Service Parts Lead responsible for the daily customer experience within the Service organization. You will resolve complex issues, oversee SAP transactions, and direct the service-parts warehouse.

You will provide functional leadership to the entry-level Customer Success Representative and collaborate with teams in the U.S. and Spain to improve service performance and operational efficiency.

Formación

• Senior role responsible for daily customer experience in Fagor Automation USA Service.
• Directs service-parts warehouse and resolves complex customer matters.
• Leads entry-level Customer Success Representative with coaching.

Responsabilidades

• Manage complex 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 coach the Customer Success Representative daily.
• Collaborate with teams in the U.S. and Spain on technical, commercial, and operational matters.
• Drive continuous improvement to enhance customer experience and operational efficiency.
• Monitor key service and operational metrics, including response times, inventory accuracy, and on-time fulfillment.

Conocimientos

Customer service leadership

Cross-functional collaboration

Coaching

Herramientas

SAP

Inventory management software

Descripción del empleo

POSITION SUMMARY

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.