SENIOR CUSTOMER SERVICE & SERVICE PARTS LEAD

Offer description

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.

Requirements

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.

Find out what it's like to work at Fagor Automation