Service Expert Coordinator, IL

Job Title: Service Expert Coordinator
Location: Illinois
Employment Type: Full-Time, Non-Exempt
Travel: 50%

About Pacifica:
Pacifica is a leading recruitment firm specializing in connecting talented professionals with top-tier companies. We are proud to be retained by a global provider of advanced manufacturing technology, known for its commitment to innovation and customer satisfaction.

Overview:
This full-time position offers an exciting opportunity to join a company at the forefront of manufacturing technology. As a Service Expert Coordinator, you will play a vital role in delivering exceptional technical support and service solutions to clients.

Key Responsibilities:

• Provide expert-level support for complex technical issues.
• Participate in the order review process to identify potential service-related issues.
• Manage customer relations, scheduling, and work order management.
• Cover phone support for customers via the dedicated service portal and hotline.
• Communicate and manage technical issues with customers and internal engineers.
• Offer guidance and training to Service Experts and Field Service Engineers.
• Stay updated on relevant emerging technologies.
• Document activities within the CRM system.
• Travel to support customers as a primary Engineer and subject matter expert.

Qualifications:

• Bachelor's Degree in a technical field.
• 10+ years of experience in technical service or phone support.
• Strong communication skills with a focus on customer service.
• Ability to read mechanical drawings and electrical schematics.
• Experience in managing multiple projects in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).

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.
• Periodic: Standing, walking, bending, and stooping.
• Occasional: Business travel; lifting, pushing, and pulling objects.