Technical Support Coordinator

Description

Position Title: Technical Support Coordinator
Department: Operations Support
Last Revised: 8/2026
Reports To: Plant Manager

Position Purpose

The Technical Support Coordinator is responsible for overseeing the day-to-day technical support process for customers, distributors, and internal teams. This role serves as the primary point of coordination for all support activities, ensuring customer issues are addressed promptly, assigned to the appropriate technical resources, documented accurately, and resolved efficiently.

The Technical Support Coordinator does not directly supervise technicians or engineers but is responsible for coordinating support efforts, managing support workflows, and ensuring consistent customer experience. The position works closely with technical staff, distributors, parts personnel, and customers to facilitate effective problem resolution and support continuous improvement initiatives.

Job Functions and Responsibilities

Customer Support Coordination

• Serve as the primary contact for incoming technical support requests.
• Assess customer issues and determine the appropriate support path.
• Route support requests to the appropriate technician, engineer, distributor, or department.
• Monitor open support cases to ensure timely follow-up and resolution.
• Maintain professional and effective communication with customers and distributors throughout the support process.

Support Process Ownership

• Determine whether support requests should be handled by company personnel, distributors, or other support resources.
• Evaluate support requests for warranty eligibility, billable service status, and distributor responsibilities.
• Coordinate support priorities and resource allocation to maximize response effectiveness.
• Ensure all support interactions are documented accurately and completely within company systems.

Documentation and Knowledge Management

• Develop and maintain troubleshooting guides, service procedures, and technical support documentation.
• Create customer-facing and distributor-facing "how-to" instructions for machine maintenance, repairs, and component replacement.
• Maintain a knowledge base of common service issues and solutions.
• Identify recurring support issues and recommend corrective actions.

Distributor Training and Development

• Develop training materials and programs for distributor service technicians.
• Coordinate and conduct technical training sessions as needed.
• Work with engineering and service personnel to ensure distributor training materials remain current and effective.
• Promote consistent support practices across the distributor network.

Parts and Service Administration

• Prepare quotations for spare parts and support-related services.
• Process spare parts orders and coordinate order fulfillment activities.
• Assist with warranty claims and service billing documentation.
• Ensure support-related records, quotes, and transactions are maintained accurately.

Continuous Improvement

• Track support metrics and identify opportunities to improve response times, documentation quality, and customer satisfaction.
• Recommend process improvements to enhance the effectiveness of the technical support function.
• Assist in developing support standards and best practices.

Education and Experience

• Associate or bachelor's degree in technical, engineering, business, or equivalent industry experience.
• Experience in technical support, customer service, industrial equipment, manufacturing, service operations, or a related field.
• Strong organizational and coordination skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities and follow issues through to resolution.
• Experience in creating technical documentation and training materials preferred.
• Understanding of industrial machinery, manufacturing equipment, or technical systems preferred.
• Proficiency with Microsoft Office and ERP/CRM systems preferred.

Supervisory Responsibilities

• None

Physical Requirements

? Alternating long periods of sitting, standing, walking, or talking

? Travel may be required

Tools and Technology

? Comfortable and efficient with office-related products (PC, email, calendar, virtual meeting software)

? Familiarity with ERP tools like quoting, processing orders, service calls

? Understanding of robots, industrial technology