Service Expert / Coordinator
DMG MORI USA, INC•Houston, TX
•$90,000 - $110,000•Onsite
About The Position
The Service Coordinator is responsible for managing customer satisfaction in regards to service quality and response time. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Requirements
- Bachelor’s degree from accredited University
- At least 5 to 7 years of successful service engineering experience.
- Knowledge of mechanical, electrical, pneumatic, hydraulic, PLC systems, CNC programming.
- Ability to handle multiple projects simultaneously in a fast paced environment while meeting deadlines.
- Proven experience to communicate professionally with internal and external customers.
- Proven flexibility with shifting priorities.
- Proficiency in Microsoft Office; Outlook, Excel, Word and PowerPoint, SAP a plus.
- Proven organizational skills, with high attention to detail.
- Must be able to work 40 hours a week or more.
Nice To Haves
- SAP a plus
Responsibilities
- Responsible for FSE daily scheduling
- Provide Technical support for customers and FSE’s.
- Provide support in the field to FSE’s when needed.
- Responsible for phone support for both internal and external customers, including phone support to customers through the MyDMGMori portal and Hotline.
- Provide local training to improve FSE skill sets.
- Manage open issues within the department.
- Provide estimates for future service jobs, and create work orders.
- Communicate with factories in Japan and Germany to address the technical issues and find solutions.
- Provide performance reviews, interview perspective employees and schedule employee training.
- Assist in the scheduling, shipping and receiving, installation, inspection and pack up of showroom machines
- Conduct and fulfill regulatory facility related safety audits on a regular basis.
- Manage the service report documentation and billing process.
- Manage and control all assets assigned to their respective area to ensure tooling and test equipment remains in good working order.
- Record and log activities to include initial contact and, follow-up responses in the CRM system for accurate KPI analysis.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
