Service Expert

4 weeks ago

Hoffman Estates, United States DMG MORI USA, INC Full time
Job DescriptionJob Description


Title: Service Expert

Reports to: Service Director

Location: DMG MORI USA, Technical Center

Hours: Monday through Friday, Core Business Hours

Classification: Non-Exempt

Travel: 70%

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

Essential Job Functions:

The Service Expert will support customers and internal staff over the phone and in person for critical escalations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily and must be able to regularly exercise discretion and independent judgment. 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:

  • Resolve and support the complex and higher-level technical issues relating to service
  • Actively participate in the order review process for potential technical issues as related to Service
  • Capable to step in handle the day-to-day tasks of the Service Expert Coordinator as required. Including phone support, scheduling, work order creation, and managing customer relations.
  • Assist with phone support coverage as needed for both internal and external customers, including phone support to customers through the MyDMGMori portal and Hotline.
  • Develop, communicate, and manage technical issues with customers and DMG MORI Service Engineers
  • Support and provide guidance as well as training to local Service Experts, Field Service Engineers, and apprentices as needed
  • Stay current with emerging and new technologies in support of DMG MORI and its partners.
  • Manage, record, and track activities in the CRM system
  • Travel as needed throughout the region in direct support of customers as both the primary Engineer and as subject matter expert.
  • Other duties as assigned

Minimum Requirements:

  • Bachelor’s Degree in technical related field of study
  • Minimum 10 years of service and/or technical phone support experience.
  • Good verbal and written communication skills with exceptional customer service orientation.
  • 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.
  • Ability to handle multiple projects simultaneously in a fast paced environment while meeting deadlines.
  • Proven experience in project management to include the design, and integration of interface components.
  • Proven experience in robotic integration to include safety circuits, interfacing, and post sales development.
  • Proficiency in Ladder logic (FAPT) and PLC (Step 7, Omron, etc) software use.
  • 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:

General office environment will be experienced. There will be periodic exposure to manufacturing environments which may present possible hazards such as noise, electricity, chemicals, heavy equipment, and other automated and manual machinery.

Physical Demands:

Frequent: Sitting at desk, utilizing computers and phones. Repetitive hand, wrist, arm, and shoulder movements.

Periodic: Standing, walking, bending, and stooping.

Occasional: Business travel. Lifting, pushing, and pulling objects.


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