Service Engineer

DMG MORI USA; Somerville (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

DMG MORI USA is seeking a Service Engineer to provide maintenance, repair, and installation support for DMG MORI CNC machine tools on customer sites or by telephone. The role requires 3–5 years of hands-on troubleshooting in mechanical and electrical systems and the ability to read drawings and PLC diagrams.

You will travel up to 50% across multi-state regions and collaborate with Customer’s Service Engineers to train and improve service quality. A technical degree is preferred.

Qualifications

• Bachelor's or Associate degree in a technical field.
• 3–5 years of electrical and mechanical troubleshooting and maintenance of CNC machine tools.
• Experience with DMG MORI MORI SEIKI, Fanuc, Mitsubishi, and/or Siemens controls is a plus.
• Strong customer service orientation and good communication skills.
• Ability to read mechanical drawings, electrical schematics, and PLC ladder diagrams.
• Proficient with MS Word, Excel, and Outlook; able to adapt to changes.

Responsibilities

• Provide customers with maintenance, repair, and installation assistance of DMG MORI CNC machine tools on location or by telephone.
• Create and update documentation of technical information.
• Develop, prepare, generate, and analyze ongoing and ad-hoc reports pertaining to Service.
• Train and assist Customer’s Service Engineers on installation and maintenance of newer product lines.
• Establish and maintain exemplary communication and customer service relationships.
• Manage difficult customer situations and solicit feedback to improve service.
• Other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Problem solving

Education

Bachelor's degree

Associate degree

Tools

MS Word

Excel

Outlook

Job description

Hours: Monday through Friday, 8:00am to 5:00pm

Classification: Non Exempt

Travel: 50%

Employment is conditioned on DMG MORI's ability to obtain and maintain any necessary export licensing.

Service Engineers are expected to provide customers with maintenance and repair assistance of DMG MORI CNC machine tools on location or by telephone.

Essential Job Functions:

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. Responsibilities include up to and not limited to:

• Provide customers with maintenance, repair, and installation assistance of DMG MORI CNC machine tools on location or by telephone.
• Creating and updating documentation of technical information.
• Developing, preparing, generating, and analyzing ongoing and ad-hoc special reports pertaining to Service
• Demonstrating a willingness to help others and be a team member; often working together with Customer’s Service Engineers.
• Providing assistance and training to Customer’s Service Engineers on the installation and maintenance of newer product lines.
• Establish and build exemplary communication and customer service relationships with customers.
• Manage difficult customer situations in a positive manner, respond promptly to customer needs and solicit customer feedback to improve service.
• Other duties as assigned.
• Bachelors or Associates Degree in technical related field of study preferred.
• 3-5 years of experience in electrical and mechanical troubleshooting and maintenance of CNC machine tools.
• Experience working with DMG or MORI SEIKI machines, Fanuc, Mitsubishi, and/or Siemens and controls are a PLUS.
• Good verbal and written communication skills with exceptional customer service orientation.
• Must be able to interact and effectively communicate in person and over the phone with people at all levels of an organization.
• Proven ability to read mechanical drawings, electrical schematics, and sequence (PLC) ladder diagrams.
• Basic computer literacy and working knowledge of MS Word, Excel, and Outlook.
• Must be adaptable to changes in the work environment; manage competing demands and able to deal with frequent change, delays or unexpected events.
• Minimum of 50% travel in multi-state region; drive or fly depending on distance. Employee is expected to work at the Technical Center when not visiting customers.

Exposure to manufacturing/machining environments which may present possible hazards such as noise, electricity, chemicals, heavy equipment, and other automated and manual machinery. General office environment experienced at DMG MORI office.

Physical Demands:

Frequent: Travel, operating a vehicle, sitting, standing, walking, bending, squatting, stooping, and reaching. Pushing, pulling, and lifting objects. Repetitive foot, leg, hand, arm, shoulder, and torso movements.

Periodic: Operating power equipment, sitting at desk, utilizing computers and phones.

Occasional: Lifting or moving up to 50lbs.

We are an Equal Opportunity Employer. We maintain a drug-free workplace and perform pre-employment substance abuse screening