Technical Support and Logistic Coordinator

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Position Overview

The Technical Support & Logistics Coordinator plays a critical role in delivering exceptional customer support while ensuring efficient logistics operations across North America. This hybrid role combines technical troubleshooting, customer engagement, and operational execution to support Lawo's products, customers, and internal teams.

The ideal candidate is highly organized, technically inclined, and customer-focused, with the ability to manage multiple priorities in a fast-paced, remote environment..

**Salary Range : $55,000.00 - $65,000.00


Key Responsibilities

Customer Support & Technical Coordination

• Manage and own support tickets throughout the full lifecycle-from initial intake and qualification through resolution and closure.
• Serve as a first point of contact for technical inquiries, providing timely troubleshooting and escalation when required.
• Perform helpdesk functions, including diagnosing issues, documenting cases, and ensuring clear communication with customers.
• Coordinate and schedule coverage for the 24/7 customer support hotline.
• Monitor, track, and report on service activities across North America.
• Maintain accurate and detailed documentation of customer interactions, technical issues, and resolutions.
• Collaborate closely with technical teams at Lawo headquarters in Germany to resolve escalated issues and ensure alignment.
• Support continuous improvement by identifying recurring issues and contributing to knowledge base development.

Logistics & Operational Support

• Manage spare parts inventory, including tracking, ordering, allocation, and returns.
• Coordinate logistics for product demos, loaner equipment, rentals, and trade shows, including packing, shipping, and documentation.
• Prepare and oversee all rental agreements and jobs, ensuring proper documentation, tracking, and timely delivery/returns.
• Maintain accurate inventory records using Lawo's logistics and asset management systems.
• Partner with internal teams (sales, engineering, and service) to ensure equipment availability and readiness.
• Liaise with shipping vendors and logistics partners to ensure cost-effective and timely deliveries.
• Ensure compliance with shipping regulations, including international shipments where applicable.

Qualifications & Experience

• Bachelor's degree or equivalent experience in broadcast technology, audio engineering, IT, business, or a related field.
• Hands-on experience in technical customer support or service environments.
• Experience working with ticketing/helpdesk systems and CRM tools.
• Strong organizational skills with attention to detail and accurate documentation practices.
• Self-motivated with the ability to work independently and manage competing priorities.
• Excellent verbal and written communication skills, with a professional and customer-focused approach.
• Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
• Experience in broadcast environments, including live/on-air operations or IP-based broadcast systems a plus
• Familiarity with audio, video, or media production technologies.
• Experience supporting remote or distributed customers and teams.
• Knowledge of logistics, inventory management, or supply chain coordination.

Additional Assets

• Multilingual skills (Spanish, Portuguese, and/or German).
• Experience working with international teams, particularly across time zones.
• Strong problem-solving mindset with a structured, process-driven approach to work.

Core Competencies

• Customer-first mindset and commitment to service excellence
• Strong analytical and troubleshooting skills
• High level of organization and attention to detail
• Ability to balance technical and operational responsibilities
• Effective collaboration across global teams
• Adaptability and resilience in a fast-changing environment

**To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed.