Service Expert Coordinator

DMG MORI USA; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

DMG MORI USA is seeking a Service Coordinator to manage customer satisfaction, schedule FSEs, and provide technical support. This on-site role in the DMG MORI USA Technical Center requires up to 25% travel and a background in mechanical/electrical systems.

Strong communication and organizational skills are essential for coordinating with Japan and Germany and delivering training. Applicants should have 5–7 years of service engineering experience, proficiency in MS Office, and familiarity with

Qualifications

• Bachelor's degree from an accredited University.
• 5–7 years of successful service engineering experience preferred.

Responsibilities

• Manage FSE daily scheduling and field support.
• Provide technical support to customers and FSEs.
• Support field service personnel with in-field assistance.
• Deliver phone support to internal and external customers via MyDMGMori portal and Hotline.
• Provide local training to improve FSE skillsets.
• Manage open issues within the department.
• Provide estimates for future service jobs and create work orders.
• Coordinate with factories in Japan and Germany to address technical issues.
• Provide performance reviews and schedule staff training.
• Assist in scheduling, shipping, receiving, installation, inspection and pack up of showroom machines; conduct safety audits.
• Manage service reports documentation and billing; track assets and tooling.
• Log activities in CRM for KPI analysis.
• Other duties as assigned.

Skills

FSE scheduling

Technical support

Field support

Phone support

CRM logging

MS Office

SAP knowledge

Training delivery

Attention to detail

Education

Bachelor's degree

Tools

SAP

CRM software

Job description

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

Essential Job Functions:

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. Responsibilities include up to and not limited to:

• 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 skillsets.
• 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.

Minimum Requirements:

• Preferred - 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.

Title:SERVICEEXPERTCOORDINATOR

Reports to: Head of Regional Service

Location:DMG MORI USA, Technical Center

Hours: Core Business Hours

Classification: Exempt

Travel: 25%

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

Essential Job Functions:

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. Responsibilities include up to and not limited to:

• 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 skillsets.
• 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.

Minimum Requirements:

• Preferred - 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.

Work Environment:

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: Sitting at desk, utilizing computers and phones, standing, and walking.

Periodic: Operating power equipment. Repetitive foot, leg, hand, arm, shoulder, and torso movements.

Occasional: Business travel. Bending, squatting, stooping, reaching, pushing and pulling. Lifting or moving up to 50lb

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