What are the responsibilities and job description for the Service Support Coordinator position at PGNA INC?
Description
Thermal Care, part of the Piovan Group, is a leading manufacturer of process cooling equipment and systems for applications worldwide. As an ISO 9001 certified manufacturer, Thermal Care provides heat transfer equipment for over 50 industries and specializes in meeting the specific needs of our customers by offering both standard and custom designed industrial process cooling solutions. Some of the industries served include plastics, laser, heat treating, food processing, machine tool, plating, anodizing, chemical, die casting, optical coating, and printing.
Role
The Service Support Coordinator supports the customer service department call center and plays a key role in managing and improving service documentation and processes. This position will report to the Supervisor of Service Administration and is located in Niles, Illinois. The role combines administrative duties with technical writing, cross-functional communication, and workflow optimization to support both internal teams and external customers.
Duties and Responsibilities
- Deliver outstanding customer service over the phone while accurately documenting all call details
- Assist in the processing of field service documents (timesheets, expense reports, service reports)
- Process internal documents to close orders
- Input/scan/email vendor invoice information
- Assist in obtaining service parts returned for warranty consideration/evaluation
- Convey a positive impression of the company
- Ensure that internal and external customer needs are met
- Create and revise service documents (e.g., templates for field service reports, time tracking, SOPs)
- Improve workflows (e.g., how documents are collected, verified, filed)
- Train or assist others in using service documentation tools
- Interface cross-functionally with service techs, engineering, and possibly even customers
- Handle escalated or unusual situations, such as custom service cases or warranty claims needing unique documentation
- Assist in the development and implementation of processes and procedures that will enhance the efficiency and effectiveness of the department
- Frequent communication with engineers, vendors, and service staff
- Accurate and timely submission of weekly and monthly reports and other documents required, such as process and procedures updates
- Tracking of all FSR (field service reports)
- File all service-related documents electronically
Skill Areas and Descriptions
- Technical Writing - Can develop clean, understandable SOPs or service-related instructions.
- Project Coordination - Capable of handling multiple deadlines and improving team processes
- CRM/ERP Proficiency - Familiar with Sakes Force, SAP, Oracle, or similar systems
- Service Support Experience Understands technical workflows; can speak the language of field techs.
- Initiative & Judgment - Not just reactive—can anticipate needs and build documentation accordingly.
Requirements
- High School diploma required; associate degree preferred
- Minimum (2) year of office-related experience
- Functional knowledge of email (Outlook preferred), Microsoft Windows, Microsoft Office, and or ERO system data input
- Excellent written and oral communication skills; demonstrate professional communication and active listening
- Exceptional organizational skills with attention to detail
- Ability to resolve issues through personal involvement or delegation to other personnel as directed by management
- Must have a positive attitude; dependable and eager to learn
Salary : $23 - $25
