CNC Service Expert - Revel Staffing

The Service Expert provides technical support to customers and internal staff both remotely and in person, addressing critical escalations. This role requires independent judgment and the ability to perform essential tasks effectively. The following outlines key responsibilities and qualifications:

Key Responsibilities:

• Resolve complex, high-level technical issues related to service.
  
• Participate in the order review process to identify and address potential technical concerns.
  
• Assist with the daily tasks of the Service Expert Coordinator, including phone support, scheduling, work order management, and customer relations.
  
• Provide phone support to internal and external customers, including through online portals and hotlines.
  
• Communicate and manage technical issues with customers and Service Engineers.
  
• Offer training and guidance to local Service Experts, Field Engineers, and apprentices.
  
• Stay updated on emerging technologies relevant to company products and services.
  
• Track and manage activities through the CRM system.
  
• Travel regionally to support customers as a primary engineer or subject matter expert.
  
• Perform other duties as assigned.
  

Minimum Requirements:

• Bachelor’s degree in a technical field.
  
• 10+ years of experience in service and/or technical phone support.
  
• Strong verbal and written communication skills with excellent customer service orientation.
  
• Proficient in reading mechanical drawings, electrical schematics, and PLC ladder diagrams.
  
• Experience managing multiple projects in a fast-paced environment with tight deadlines.
  
• Proven project management skills, including design and integration of interface components.
  
• Experience in robotic integration, including safety circuits, interfacing, and post-sales development.
  
• Proficiency in ladder logic (FAPT) and PLC software (Step 7, Omron, etc.).
  

This role requires a proactive individual with strong technical expertise and excellent interpersonal skills, capable of supporting customers and internal teams in high-pressure situations.