Job Description

Job Summary:

The primary duties of the CNC Technical Support Manager include overseeing daily operations, managing staff, and ensuring the achievement of key performance indicators (KPIs). This role will involve troubleshooting operational issues, optimizing processes, and driving team performance to meet organizational goals. Also, it consists of supervising staff and providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and services, as well as communicating effectively with team members within the company.

Role and Responsibilities:

• Assist with developmental strategies to improve the technical support department.
• Develop, implement, and monitor KPIs to measure team performance and operational efficiency. Use data-driven insights to make informed decisions and drive continuous improvement.
• Must be able to troubleshoot, identify, and resolve customers’ issues to ensure a smooth workflow.
• Effectively explain calling techniques and procedures to CNC Phone Support Technicians.
• Provide feedback and training to ensure successful team performance.
• Ensure timely and accurate information to customer inquiries and product knowledge requests.
• Must be able to lead, mentor, and manage a team of employees, fostering a positive work environment and ensuring high productivity levels.
  
  

Qualifications and Education Requirements:

• Minimum of 5 years of staff management.
• Excellent leadership and staff management capabilities.
• Strong problem-solving skills and the ability to troubleshoot complex issues.
• Proficiency in KPI measurement and analysis.
• Electrical and Mechanical aptitude required.
• Prior CNC experience preferred.
• Prior knowledge of computer-aided design (CAD)/computer-aided manufacturing (CAM) software preferred.
• Ability to troubleshoot CNC equipment using electrical schematics.
• Understanding basic electrical components (switches, relays, fuses, power supplies, sensors, motors) and basic mechanical components (gears, bearings).
  
  

Preferred Skills:

• Good experience in reading manuals and blueprints preferred.
• Analytical, problem-solving, and interpersonal skills.
• Ability to deal with customers in a positive, calm manner.
• Must be able to speak and read English.
• Detail-oriented and organized.
• Ability to prioritize tasks and 100% follow through.
• Great attitude and 100% accountable.
• Personable and positive attitude.
• Ability to work in a fast-paced environment.
• Teamwork oriented.
• Travel 20%
  
  

Company Description

Laguna Tools is a premium manufacturer of woodworking and metalworking tools.

Laguna Tools is a premium manufacturer of woodworking and metalworking tools.