Service Expert Coordinator, IL

4 weeks ago

Hoffman Estates, United States Pacifica Continental Full time
Job Title: Service Expert Coordinator

Location: Illinois

Employment Type: Full-Time, Non-Exempt
Travel: 50%

Overview:
Join a leading global provider of advanced manufacturing technology as a Service Expert Coordinator. This is an exciting opportunity to be part of a company that excels in innovation and customer satisfaction. In this role, you will be critical in delivering exceptional technical support and service solutions to clients while collaborating with internal teams.

Key Responsibilities:
  • Provide expert-level support for complex technical issues, both over the phone and in person.
  • Actively participate in the order review process to identify and address potential service-related technical issues.
  • Manage day-to-day responsibilities, including customer relations, scheduling, and work order management.
  • Cover phone support for internal and external customers via the dedicated service portal and hotline as needed.
  • Communicate and manage technical issues effectively with customers and internal service engineers.
  • Offer guidance, support, and training to local Service Experts, Field Service Engineers, and apprentices.
  • Stay updated on emerging technologies relevant to our services and solutions.
  • Manage and document activities within the CRM system.
  • Travel throughout the region to support customers as a primary Engineer and subject matter expert.
  • Perform additional duties as assigned.
Qualifications:
  • Bachelor's Degree in a technical field.
  • Minimum of 10 years of experience in technical service or phone support.
  • Strong verbal and written communication skills, with a focus on exceptional customer service.
  • Ability to communicate effectively with stakeholders at all levels of the organization.
  • Proficient in reading mechanical drawings, electrical schematics, and PLC ladder diagrams.
  • Experience in managing multiple projects simultaneously in a fast-paced environment.
  • Proven project management skills, particularly in designing and integrating interface components.
  • Experience in robotic integration, including safety circuits and post-sales development.
  • Proficiency in Ladder logic (FAPT) and PLC software (Step 7, Omron, etc.).
  • Strong organizational skills with keen attention to detail.
  • Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint); SAP knowledge is a plus.
  • Ability to work 40 hours or more per week.
Work Environment:
This position is based in a general office environment with periodic exposure to manufacturing settings, which may include noise, electricity, chemicals, and heavy machinery.

Physical Demands:
  • Frequent: Sitting at a desk, using 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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