Service Expert - SearchPath Mid-Michigan

Job Title: Service Expert

Location: Hoffman Estates

Employment Type: Full-Time

Hours: Monday through Friday

Travel: 70%

Job Summary:

We are seeking an experienced Service Expert to join our team. In this role, you will provide critical support to customers and internal staff, handling complex technical issues and escalations both over the phone and in person. The Service Expert will exercise discretion and independent judgment to effectively manage and resolve service-related challenges.

Essential Job Functions:

• Technical Support and Issue Resolution:

  • Resolve and support complex and higher-level technical issues related to service.
  • Participate in the order review process to identify and address potential technical issues.

• Coordination and Management:

  • Handle day-to-day tasks of the Service Expert Coordinator as needed, including phone support, scheduling, work order creation, and managing customer relations.
  • Assist with phone support coverage for both internal and external customers, including support through the customer portal and hotline.

• Communication and Training:

  • Develop, communicate, and manage technical issues with customers and internal service engineers.
  • Provide guidance and training to local Service Experts, Field Service Engineers, and apprentices.

• Technology and Systems Management:

  • Stay current with emerging technologies and support their integration.
  • Manage, record, and track activities using the CRM system.

• Travel and On-Site Support:

  • Travel as needed throughout the region to support customers as both the primary engineer and subject matter expert.

• Additional Responsibilities:

  • Perform other duties as assigned.

Minimum Requirements:

• Education:

  • Bachelor’s Degree in a technical field.

• Experience:

  • Minimum of 10 years of service and/or technical phone support experience.

• Skills:

  • Strong verbal and written communication skills with an exceptional customer service orientation.
  • Ability to effectively communicate with individuals at all levels of an organization.
  • Proven ability to read mechanical drawings, electrical schematics, and PLC ladder diagrams.
  • Experience handling multiple projects in a fast-paced environment while meeting deadlines.
  • Proven project management experience, including the 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.).
  • Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint); SAP experience is a plus.
  • Strong organizational skills with high attention to detail.

• Work Hours:

  • Must be able to work 40 hours a week or more.