Service Operations Lead – Field Support & Training

DMG MORI; Windsong Trails (NC); On-site; USD 125,000 - 155,000; Full time

Job summary

DMG MORI USA, Technical Center in Charlotte, NC, is seeking a Service Expert Coordinator to oversee service quality and response times, with 25% travel. The role reports to the Head of Regional Service and requires 5–7 years of service engineering experience. Core hours, exempt position.

You will schedule FSEs, provide technical support, train staff, and coordinate with factories in Japan and Germany to resolve issues. Billing and service reporting are also included in duties.

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.
• Proven ability to manage multiple projects and communicate with customers.

Responsibilities

• 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 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 issues and find solutions.
• Record and log activities in the CRM system for KPI analysis.

Skills

FSE scheduling

Technical support

Customer communication

Field service

Education

Bachelor's degree

Tools

Microsoft Office

SAP

Job description

DMG MORI USA, Technical Center in Charlotte, NC, is seeking a Service Expert Coordinator to oversee service quality and response times, with 25% travel. The role reports to the Head of Regional Service and requires 5–7 years of service engineering experience. Core hours, exempt position.

You will schedule FSEs, provide technical support, train staff, and coordinate with factories in Japan and Germany to resolve issues. Billing and service reporting are also included in duties.