Regional Customer Support Manager

Makino is seeking a Machine Tool Regional Customer Support Manager to lead service operations and customer support across the Mid Central region. The role oversees regional service delivery, leads technical teams, manages customer escalations and service performance, and works with internal teams to improve customer satisfaction.

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

Requirements:

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