Product Support Coordinator

WHAT WE ARE LOOKING FOR:

A highly organized, detail-oriented Product Support Coordinator to support our Product Support, Service Sales, Aftermarket Services, and Warranty teams. The ideal candidate is a strong communicator who can manage multiple priorities with accuracy and keep processes organized and moving forward. Previous administrative experience in a manufacturing or service environment is preferred.

JOB SCOPE:

The Product Support Coordinator provides administrative and clerical support to the Product Support, Parts Sales, Aftermarket Services, and Warranty teams. The role supports timely service and warranty documentation, customer and dealer communication, scheduling, order entry, and accurate recordkeeping in a fast-paced manufacturing environment.

SPECIFIC RESPONSIBILITIES:

• Provide day-to-day administrative support to the Product Support and Warranty teams.
• Prepare, format, and process correspondence, reports, and service documentation.
• Maintain organized digital and physical files for service records, warranty claims, and unit histories.
• Prepare quotes, process service orders, and enter data into ERP/CRM systems.
• Identify opportunities and work with management to integrate technology, automation, and digital tools that improve departmental efficiency, communication, organization, and customer service.
• Coordinate with customers, dealers, and internal departments to schedule service work and parts shipments.
• Verify and process service-related purchase orders and invoices.
• Maintain an up-to-date database of sold units, service history, and customer contacts.
• Validate claim documentation and ensure compliance with warranty policies.
• Coordinate with technical staff to verify repair work and resolve discrepancies.
• Track warranty parts return and ensure proper credit processing.
• Respond promptly to customer and dealer inquiries by phone, email, or in person.
• Provide updates on service schedules, claim status, and parts availability.
• Maintain a professional, service-oriented approach in all communications.

Education, Experience, and Job-Specific Capabilities:

• High school diploma or equivalent required; Associate degree preferred.
• 2 years of administrative experience, preferably in a manufacturing, service, or warranty environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with ERP or CRM systems (Epicor, SAP, or similar) preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Exceptional written and telephone communication skills; highly articulate, confident, and professional with customers, dealers, and internal teams.
• Strong attention to detail and accuracy in data entry and documentation.

Work Environment / Physical Capabilities:

• Office-based role within a manufacturing facility.
• Regular interaction with service technicians, sales staff, and warranty coordinators.
• Occasional exposure to the shop floor when reviewing equipment or coordinating service.
• Ability to sit for extended periods and work at a computer.
• Lift or Carry: 21- 50lbs Occasionally