Technical Customer Support Coordinator

The Technical Customer Support Coordinator will provide direct Technical Customer Support to Pion customers and Pion employees as well as provide backup support to the local field service activities.

• Provide 1st line remote/virtual technical support and troubleshooting as the first responder for all Pion products and associated accessories and software.
• Operate as the direct link between Pion customers and Pion employees in all post‑system sale support activities, including but not limited to Customer Support Case and Work Order creation, service and parts quote creation, quote follow‑up, CRM management, and process closure in the CRM.
• Ensure all Customer Support activities are properly and efficiently recorded and updated in the CRM to ensure full visibility to the Pion business.
• Act as a critical member of the team in Standard Operating Procedure (SOP) creation, development, deployment, and maintenance.
• Create and maintain SOP documentation in the procedure database, tools, CRM, and repository.
• Advise on all Customer Support process efficiency and effectiveness and recommend changes as required.
• Act as a critical member of the team in the creation, development, deployment, and maintenance of all customer support training documentation.
• Train field service personnel (virtually or in‑person) on servicing Pion instrumentation as needed.
• Serve as a critical member for all Customer Support Engineers (CSE or FSE) parts management activities (identification, ordering, reconciliation, etc.).
• Be responsible for parts logistics from part identification to part installation process.
• Work closely with Technical Support Specialists, CSEs, and accounts teams to ensure accurate and timely logistical processing of all parts associated with field service activities.
• Coordinate purchasing as needed for bin item spares to maintain field service productivity.
• Act as a liaison with R&D/Quality Management to report, document, process, and categorize all quality‑related issues arising from the customer support field team(s).
• Participate in all escalation reviews.
• Participate in all RCA/NCR/technical quality review sessions related to field activities.
• Act as Field Service support and backup when field travel is required for personnel who are on vacation, sick, or overloaded.
• Ensure all field travel requests are approved and agreed upon by the Customer Support Manager.
• Monitor, maintain, and update monthly activity reports for the field service team as required.
• Coordinate the implementation and delivery of quality processes.
• Assist production in documenting, training, and producing items essential to equipment sales.
• Serve as a critical member of the Facilities management team as it relates to customer support activities, ensuring that critical customer support elements of the local facility are in good working order and follow the correct service schedules.

Join Pion as a Technical Customer Support Coordinator providing direct technical support to customers and field service teams.