Regional Customer Support Manager
Makino•Wichita, KS
•Hybrid
About The Position
Makino is seeking an experienced Regional Customer Support Manager to lead service operations and support customers across the Mid Central region (KS, MO, TX, OK). This role is ideal for someone who understands machine tools, values strong customer relationships, and enjoys leading technical teams in a fast-paced manufacturing environment. The ideal candidate ideally lives in the Wichita, KS area, but the company is open to other areas within the region.
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
- Bachelor’s degree preferred (engineering, manufacturing, or technical discipline a plus)
- 8+ years of relevant industry or business experience
- 5+ years in a supervisory or management role, ideally in service or technical operations
- 5+ years of customer support or field service experience
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
