Factory Service Coordinator

Job Description

Job Description

Title : Factory Service Coordinator

Reports to : Factory Service Support Manager

Location : DMG MORI Manufacturing Inc, USA , Davis California

Hours : Core Business Hours

Classification : Exempt

Travel : 50 %

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

Essential Job Functions :

The Factory Service Coordinator is responsible for managing customer satisfaction regarding factory service quality, factory installation 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 accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Responsibilities include up to and not limited to :

• Responsible for the daily scheduling of Factory Engineers for factory service and factory installation as well as continuous follow-up with customers and Technical Centers until the job is complete.
• Responsible for phone and field support for both internal and external customers, including supporting escalated cases and installations where response time and sensitivity are required.
• Manage open issues within the department and work with related departments to find a solution.
• Provide technical support for customers, Technical Center Field Service Engineers and Factory Engineers.
• Provide support in the field to Factory Engineers and Technical Center Field Service Engineers when needed.
• Provide local training to improve Factory Engineer skill sets, as well as Technical Center Field Service Engineers.
• Provide estimates for future jobs (service / installation) and create work orders.
• Communicate with other factories and design departments to address technical issues and find solutions.
• Manage the work orders, service / installation report documentation and billing process.
• Provide support in scheduling QC inspection of all showroom machines in the Americas required prior to shipping machines to the customer.
• Assist in the scheduling, shipping and receiving, installation, inspection and packing of showroom machines Conduct and fulfill regulatory facility related safety audits.
• Manage and control all assets assigned to their respective areas to ensure the tooling and test equipment remains in good working order.
• Other duties as assigned.

Minimum Requirements :

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 hand tools, precision device and machine diagnostic tools, 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