Service Coordinator & Field Support Lead

DMG MORI USA; Houston (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

DMG MORI USA Houston Technical Center seeks a Service Coordinator to manage customer satisfaction, service quality and response time. The role involves coordinating field service engineers (FSEs), providing technical support, and maintaining CRM records.

Responsibilities include scheduling FSEs, offering phone and field support, training, creating work orders, and coordinating with factories in Japan and Germany. A Bachelor's degree and 5–7 years of service engineering experience are required.

Qualifications

• Bachelor's degree from an accredited university.
• 5–7 years of successful service engineering experience.
• Knowledge of mechanical, electrical, pneumatic, hydraulic, PLC systems, CNC programming.

Responsibilities

• Schedule FSE daily and manage field service coordination.
• Provide technical support for customers and FSEs.
• Support field technicians in the showroom and in the field.
• Handle phone support for internal and external customers via the MyDMG Mori portal and Hotline.
• Provide local training to improve FSE skills.
• Manage open issues and generate estimates/work orders.
• Communicate with factories in Japan and Germany to resolve issues.
• Conduct performance reviews and assist in training schedules.
• Assist in scheduling, shipping/receiving, installation, inspection and showroom machine pack-out.
• Conduct safety audits and manage service report documentation and billing.
• Manage assets and maintain tooling/test equipment in good order.
• Log activities in the CRM for KPI analysis.

Skills

5-7 years experience

FSE scheduling

technical support

CRM system

communication

multitasking

Education

Bachelor's degree

Tools

SAP

Microsoft Office

CRM system

Job description

DMG MORI USA Houston Technical Center seeks a Service Coordinator to manage customer satisfaction, service quality and response time. The role involves coordinating field service engineers (FSEs), providing technical support, and maintaining CRM records.

Responsibilities include scheduling FSEs, offering phone and field support, training, creating work orders, and coordinating with factories in Japan and Germany. A Bachelor's degree and 5–7 years of service engineering experience are required.