Customer Care & Service Planning Coordinator - North America

Candidates must already be authorized to work in the United States and be based in, or open to relocating to, the Davenport area.

Our client is an international manufacturer of automated industrial equipment used in high-demand production environments.

This position plays a central role in supporting and stabilizing service operations.

The Customer Support & Service Coordination Specialist is the main contact point for North American customers regarding after-sales matters.

This is an office-based role focused on coordination, communication, and planning, covering:

• Spare parts requests and follow-up
• Planning and coordination of field service activities
• First-level customer interaction
• Daily coordination between service teams, sales, and internal operations

The role requires strong organizational skills, reactivity, and a solid understanding of industrial customer service expectations.

• Serve as the first contact for customers (email & phone) regarding:
  • Spare parts needs
  • Service interventions
  • Coordination of technical support requests
• Support the scheduling and planning of field service technicians:
  • Organizing interventions
  • Managing priorities and urgent cases
  • Aligning customer needs with technician availability
• Act as a daily interface between:
  • Field service teams
  • Spare parts logistics
  • Sales and internal teams
  • Industrial customers
• Ensure timely follow-up and clear communication on all open requests
• Contribute to the continuous improvement of service coordination processes

A strong engineering background is not required for this role.

However, the ideal candidate will bring:

• Experience in customer service within an industrial or manufacturing setting
• Familiarity with:
  • Spare parts coordination
  • Service planning or scheduling
  • Supporting field service teams
• Experience interacting with B2B industrial clients
• Strong organisational and prioritisation abilities
• Comfort handling multiple requests in parallel
• Clear, professional communication skills (written and verbal)
• An understanding of service responsiveness in machine-based environments

This role is not suited to a purely administrative profile with no exposure to industrial realities.

We are looking for someone who understands:

• How industrial service organisations function
• The impact of equipment downtime on customers
• The importance of follow-up, structure, and accountability in after-sales service