Engineering - Customer Support Rep.

Overview

Customer‑focused Customer Support Representative to join our Norwich team. This role plays a critical part in supporting our customers,

managing complex orders, coordinating with our repair operations, and ensuring accurate tracking throughout the entire service lifecycle. If you thrive in a fast‑paced environment and enjoy being the central point of communication between customers and internal teams, this position is an excellent fit.

Key Responsibilities

Customer Support & Communication

• Serve as the primary point of contact for customers regarding order status, repair updates, and general inquiries.
• Provide timely, professional, and accurate responses to customer requests.
• Build strong relationships with customers by delivering exceptional service and proactive communication.

Order Management

• Process, update, and maintain customer orders from initiation through completion.
• Review purchase orders for accuracy and ensure all required documentation is complete.
• Monitor order progress and resolve discrepancies or delays by collaborating with internal teams.
• Ensure all order data is accurately entered and maintained in internal systems.

Repair Team Coordination

• Work closely with the repair team to schedule, prioritize, and track repair activities.
• Communicate repair requirements, timelines, and changes to both internal teams and customers.
• Support the repair workflow by ensuring all parts, documentation, and approvals are in place.

Tracking & Reporting

• Track orders, repairs, and shipments to ensure on‑time delivery and customer satisfaction.
• Provide customers with regular status updates and detailed tracking information.
• Generate internal reports on order status, repair progress, and performance metrics as needed.

Cross‑Functional Collaboration

• Partner with logistics, planning, engineering, and quality teams to resolve issues and maintain smooth operations.
• Escalate challenges appropriately and follow through until resolution.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• Previous experience in customer service, order management, supply chain, or repair operations preferred.
• Strong communication skills with the ability to manage multiple priorities.
• High attention to detail and strong organizational skills.
• Proficiency with Microsoft Office

Job Type & Location

This is a Contract to Hire position based out of Norwich, NY.

The pay range for this position is $20.00 - $27.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Norwich,NY.

This position is anticipated to close on Feb 27, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

Salary : $20 - $27