Service Expert / Coordinator

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

Location: DMG MORI USA, Houston 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 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.
• 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.

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