Senior Service & Parts Lead - SAP, CX & Warehouse Ops

Fagor Automation; Rolling Meadows (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service leadership

Cross-functional collaboration

Coaching

Tools

SAP

Inventory management software

Job description

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.