Customer Care Representative

Durst Image Technology; Panorama (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Durst Image Technology is seeking a highly organized Customer Care Representative to support customers and the Service organization. You will coordinate service activities, schedule field resources, and maintain service records while ensuring customers are informed throughout the process.

The ideal candidate is proactive, detail-oriented, and committed to delivering an exceptional customer experience, with strong communication skills and proficiency in Microsoft Office and service management

Qualifications

• High school diploma or equivalent required.
• 2-5 years of customer service or care experience.
• Dispatching or field service coordination experience preferred.

Responsibilities

• Serve as primary contact for service requests via phone and email.
• Create and track service tickets with complete information.
• Communicate service status and next steps to customers.
• Coordinate daily service demands, including scheduling field engineers.
• Maintain service schedules and assist with installation coordination.

Skills

Customer service

Communication

Organization

Data entry

Microsoft Office

Education

High school diploma

Tools

Service management software

Scheduling software

Microsoft Office

Job description

Join a Global Technology Leader

Durst is a global leader in advanced digital printing and production technologies, helping customers transform manufacturing through innovative equipment, software, automation, and digital workflow solutions. Across North America, we support customers through equipment sales, service, software, consumables, and technical expertise.

Position Summary

Durst Image Technology is seeking a highly organized and customer-focused Customer Care Representative to support our customers and Service organization. This position serves as a key point of contact for customers requiring technical service and is responsible for coordinating service activities, scheduling field resources, maintaining service records, and keeping customers informed throughout the service process.

The ideal candidate is proactive, positive, and organized, with a genuine commitment to providing an exceptional customer experience.

Key Responsibilities

• Serve as a primary point of contact for customers requesting service and support, responding promptly and professionally by phone and email.
• Create, maintain, and monitor service tickets, ensuring information is complete and accurate.
• Communicate with customers regarding service status, scheduling and next steps, and identify potential escalations for Service Management.
• Coordinate daily service demands, including scheduling and dispatching Field Service Engineers.
• Maintain the daily service schedule and monitor open tickets to help maximize field service efficiency.
• Assist with equipment installation and relocation coordination, including scheduling, customer communication, and post-installation follow-up.
• Partner with Service and Technical teams to track installation issues, delays, and other items requiring follow-up.
• Process service quotes and assist with completed service tickets and service-related billing inquiries.
• Maintain accurate customer and service information within Durst's service management systems.
• Proactively monitor available service information to identify customers who may require support.
• Provide general administrative and operational support to the Customer Care and Service teams.

What We're Looking For

• Strong customer-service mindset with professional verbal and written communication skills.
• Highly organized with the ability to coordinate schedules and manage multiple priorities.
• Proactive problem solver who takes initiative and follows through.
• Strong attention to detail and data-entry accuracy.
• Positive, collaborative approach to working with customers and internal teams.
• Comfortable learning and working with service management, scheduling and customer information systems.
• Proficiency with Microsoft Office applications.

Qualifications

• High school diploma or equivalent required.
• 2-5 years of customer service, customer care, service coordination, or similar experience.
• Previous dispatching, scheduling, or field service coordination experience preferred.
• Experience in a technical service, equipment, manufacturing or B2B environment is a plus.

Work Schedule

Standard work schedule is 8:30 a.m. - 5:30 p.m., subject to change based on business needs.
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Responsibilities may evolve based on business needs.