Technical Field Service Coordinator

Job Description

Job Description

Why join EMAG?

We know that a company can only be as good as its employees. The EMAG Group offers employees ideal opportunities to hone their talents, take on challenging tasks, develop their specific interests and skills, and to undertake personalized development programs within an international company. Here at EMAG LLC, we also offer a rich benefits package, including a healthy 401k match and a $0 employee premium on our medical, dental and vision coverage plans.

Position Summary

The Technical Field Service Coordinator performs a variety of general technical support tasks in the Service department. This role has a technical knowledge of EMAG or similar equipment and machinery which can be applied to support end customers remotely as well as field service technicians. This position will work alongside with service coordinators, after-sales customer service, and field service technicians, amongst others.

Key Responsibilities/Essential Functions:

*(Included but not be limited to the following)

*

• Constant professional level interaction and support with end customers and field service engineers
• Provide technical support and guidance for field service engineers, technicians and parts team
• Maintain and monitor service backlog for efficient workflow
• Professional interface between technician and higher service levels within the EMAG group
• Generate cost estimates for projects based on scope of work and discussion with customers/engineers
• Planning service task list, quotes, reports, and coordination for service jobs, while ensuring timely resolution of customer issues and requests
• Build and maintain strong relationships with customers, vendors, and internal teams to promote collaboration and trust
• Oversee acquisition, shipment, and tracking of necessary parts and tooling for field service operations, along with managing PO’s/invoicing to ensure seamless service delivery and operational efficiency
• Address and resolve issues related to scheduling, pricing, report inaccuracies, invoice discrepancies, disputes, etc
• Collaborate with internal teams to integrate technical knowledge of EMAG machines into service delivery
• Lead efforts in the field service team to meet evolving customer needs and organizational goals
• Tracking service engineer travel and work time
• Invoicing and filing for Service department
• Additional assignments as needed

**Education/Experience: **

• 8-10 years of experience as a Service Engineer/Technician in the machine building industry

• Intermediate knowledge of Microsoft Office products, SaaS/Cloud-based software experience

• FANUC and/or Siemens knowledge

• SAP is a plus

• German language skills is a plus

Required Knowledge & Skills

*(Included but not limited to the following)

*

• Highly organized

• Ability to multi-task and work in a fast-paced environment

• Ability to handle high stress situations with emotional maturity and professionalism at all times

• Communication skills to explain technical problems to non-technical counterparts

• Personable, professional and friendly communication skills

• Dependable, reliable and trustworthy

• Ability to work in a team environment

• Patient but energetic, autonomous but flexible

• Basic knowledge of ISO 9001/14001

Physical/Mental/Environmental Demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Frequently be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.

• Must occasionally lift and/or move up to 40 pounds.

• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.

• Plant manufacturing may be noisy from time to time, especially when visiting customer sites. Hearing protection may be required in some circumstances.

• Ability to multi-task and meet critical deadlines

• Overtime may be necessary as work load’s dictate. This may include weekdays, weekends and/or holidays.

• Job will generally be performed in an office environment, but may require travel to and visit a customer’s office, production facility or job site. Conditions will vary at each location, but the conditions listed above will generally apply.

You should be proficient in:

• Equipment Troubleshooting
• Troubleshooting Skills
• Mechanical Troubleshooting Skills
• CNC Machine Repair
• CNC Machine Installation
• Manufacturing Instruction (MI)
• Troubleshooting Industrial Automation Equipment
• Service
• Maintenance and Repair Skills
• Field Service Readiness
• Equipment Diagnostics & Troubleshooting
• Troubleshooting CNC Machines
• Basic Computer Skills

Machines & technologies you'll use:

• CNC Mill (3-4 axis VMC)
• CNC Laser Cutter
• CNC Lathe (2-4 axis)
• CNC Router
• CNC Mill (5+ axis VMC)
• CNC Lathe (5+ axis)