Service Expert Coordinator
About The Position
The Service Expert Coordinator manages customer satisfaction with regard to service quality and response time. The role coordinates field service engineers, provides technical assistance to customers and employees, manages service issues and documentation, and supports the operation of the regional service department. The position is based at the DMG MORI USA Technical Center, reports to the Head of Regional Service, operates during core business hours, and requires 25% travel. Employment is conditioned on DMG MORI's ability to obtain and maintain any necessary export licensing.
Requirements
- At least 5 to 7 years of successful service engineering experience.
- Knowledge of mechanical, electrical, pneumatic, hydraulic, PLC systems, and CNC programming.
- Ability to handle multiple projects simultaneously in a fast-paced environment while meeting deadlines.
- Professional communication skills with internal and external customers.
- Flexibility with shifting priorities.
- Proficiency in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
- Organizational skills and high attention to detail.
- Ability to work 40 hours a week or more.
Nice To Haves
- Bachelor’s degree from an accredited university (preferred).
- SAP experience.
Responsibilities
- Manage daily scheduling for field service engineers (FSEs).
- Provide technical support to customers and FSEs, including field support for FSEs when needed.
- Provide phone support to internal and external customers, including 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 technical issues and find solutions.
- Provide performance reviews, interview prospective employees, and schedule employee training.
- Assist with scheduling, shipping and receiving, installation, inspection, and packing up showroom machines.
- Conduct and fulfill regulatory facility-related safety audits on a regular basis.
- Manage service report documentation and the billing process.
- Manage and control assigned assets to ensure tooling and test equipment remain in good working order.
- Record and log activities, including initial contact and follow-up responses, in the CRM system for accurate KPI analysis.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
