Automation Service Support Coordinator

• Serve as a primary point of contact for customer technical service requests.
• Coordinate, schedule, and assign service calls to the appropriate technicians.
• Maintain the service schedule and communicate changes, priorities, and scheduling conflicts.
• Communicate service dates and technician arrival information to customers and sales representatives.
• Follow up with customers and technicians to ensure service issues are addressed and next steps are documented.
• Coordinate bench/shop repairs, equipment evaluations, installations, and other technician support as needed.
• Assist with service documentation and billing coordination.

• Serve as a point of contact for automation and packaging equipment parts inquiries.
• Work with technicians and suppliers to identify replacement and spare parts.
• Request supplier pricing, prepare parts quotations, and process sales and purchase orders.
• Track orders, lead times, backorders, shipments, returns, and warranty-related parts.
• Support recommended spare-parts packages for automation and packaging equipment.
• Coordinate Preventive Maintenance agreements, including scheduling, service intervals, due dates, completion status, and documentation.
• Communicate upcoming PM visits and requirements to customers and coordinate the appropriate technician.
• Identify PM agreements approaching renewal and communication opportunities to the appropriate internal team.

Customer & Internal Support

• Provide responsive and professional communication regarding service, parts, PM agreements, and equipment-related requests.
• Serve as a communication hub between customers, technicians, sales representatives, suppliers, and Automation Department personnel.
• Escalate urgent service issues, scheduling conflicts, recurring equipment concerns, or customer-impacting issues to management.
• Maintain organized records of service activities, parts orders, proposals, and customer communications.

• Generate customer-facing proposals for semi-automatic packaging equipment.
• Work with the Automation team to understand customer applications, equipment requirements, and desired solutions.
• Communicate with equipment suppliers to obtain current pricing, specifications, options, lead times, and freight information.
• Assist with equipment selection and basic application recommendations.
• Prepare clear and accurate proposals including equipment descriptions, pricing, options, commercial assumptions, and supporting literature.
• Maintain current supplier pricing, product literature, and proposal information.
• Coordinate proposal revisions and customer-requested changes.
• Assist with transitioning equipment opportunities from quotation to order processing following receipt of a customer purchase order.

• Strong organizational, scheduling, and follow-up skills.
• Ability to manage multiple priorities and changing demands.
• Strong written and verbal communication skills.
• Customer-service-oriented approach with a high sense of urgency.
• Comfortable working with technical products, equipment specifications, pricing, and vendor quotations.
• Ability to interpret equipment literature and communicate basic equipment capabilities and options.
• Strong attention to detail and accuracy.
• Ability to work independently while collaborating closely with technicians, sales representatives, and suppliers.
• Proficiency with Microsoft Outlook, Word, Excel, and Canva.
• Experience with ERP, CRM, quoting, or service-management systems is beneficial. Excellent communication skills with the ability to express thoughts and ideas clearly, both verbally and in writing

• High school diploma or equivalent required.
• Associate degree, technical training, or relevant industry experience preferred.
• Prior experience with packaging equipment, industrial equipment, technical service coordination, parts support, inside sales, or a similar technical/customer-service environment is a plus.
• No prior automation expertise is required; should be comfortable learning technical products and equipment.
• Ability to understand equipment specifications and work with suppliers to gather information.
• Ability to communicate technical and equipment-related information to customers and internal teams.