Service Support Coordinator

Overview

Serving as a key liaison between customers, technical support, and management by providing customer service, phone support, and service coordination. Utilizes strong organizational and technical aptitude to support aftersales operations, including on-call support, expense review, and interpretation of technical documentation.

• Maintain the department’s instrument inventory and calibration records for both in-house and field service equipment.
• Perform administrative tasks, including opening and managing Service Orders, preparing service reports, and submitting expense documentation to the Accountability Department.
• Create SAP tickets for Technical Support requests and assign them to the appropriate Aftersales Group member.
• Coordinate with customers by sending the tariff form when a technician intervention is requested.
• Manage assigned Service Orders, providing timely updates to ATSG Management regarding job status—whether under warranty, billable, or free of charge per special agreement with the Sales referent.
• Review and approve Field Service Technicians’ (FST) expense reports and timesheets.
• Keep the Field Service Technicians’ warehouse inventory updated in SAP.
• Ensure all Service Orders are kept current in SAP and closed in a timely manner.
• Review service reports and notify the Customer Care Center of spare parts requirements, or the Service Technical Support team if additional intervention is needed.

• High school diploma or equivalent
• Excellent communication, interpersonal, and customer care skills
• Organization, prioritization, and multitasking skills
• Proficient in Microsoft Word, Excel, Powerpoint, SAP, CRM

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to creating an inclusive and diverse workplace.