Customer Service Operations Coordinator

Aerotech, Inc.; Pittsburgh (Allegheny County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Bi-annual bonus

Rich health plans

Employee Stock Ownership Trust

401k

Paid time off

Parental leave

Tuition reimbursement

Professional development assistance

Job summary

Aerotech, Inc. in Pittsburgh is seeking a Customer Service Operations Coordinator to act as the primary admin contact for Global Technical Support, handling inquiries and coordinating service requests from start to finish.

You will manage communications, RMAs, training logistics, and data across ERP/CRM systems, ensuring accurate records and timely updates. Strong organizational and customer-service skills are essential.

Qualifications

• Associates Degree (AA) or equivalent from an accredited college or technical school.
• At least one year of related administrative experience.
• Must be authorized to work in the United States without employer sponsorship. OPT and CPT visa holders are not eligible for employment if they will need work authorization sponsorship at any time in the future.

Responsibilities

• Monitor GTS communications channels, including the Support Portal, email, and phone lines to create, assign and prioritize new support cases.
• Serve as the primary customer contact for assigned or co-assigned tickets from start to resolution, including training, warranty and non-warranty repairs, and failure analysis.
• Manage repair workflows by preparing quotations, validating purchase orders, entering orders, processing RMAs, and coordinating with production, shipping, and accounting.
• Coordinate customer training engagements, including quotations, scheduling, logistics, and communication with technical staff.
• Receive, inspect, and process incoming RMA shipments, including unpacking, documenting contents, and organizing products within the work area.
• Maintain customer-specific operational requirements, including shipping crate inventories, inspection records, safety stock, and other customer documentation.
• Maintain accurate customer records within ERP, CRM, and other business systems. Generate quotations and process sales orders, RMAs, and technical support transactions accurately and in a timely manner.
• Maintain shared dashboards, databases, and reports to ensure data integrity, accurate reporting, and workflow visibility.
• Identify opportunities to improve workflows, reporting, and process improvements. Participate in special projects that enhance service quality.

Skills

Customer service

Organizational skills

Communication

Multitasking

Education

Associates Degree (AA) or equivalent

Tools

Microsoft Office

Google Workspace

ERP

CRM

Job description

Rich health plans

Looking for meaningful work with a company that makes a difference in global innovation? Engineer a better future with Aerotech, a global leader in precision motion and automation. Our customers create some of the most innovative products on the planet, from life-saving medical devices to tools for deep space exploration. Our precision motion and automation systems make it all possible.

Build a lasting, satisfying career at Aerotech, where we foster growth, empower employees and promote from within. You'll find unparalleled opportunities and a company that values your voice. We also provide an extensive total rewards compensation system, including:

• Bonus payments every 6 months
• Rich health plans
• Retirement planning with our 100% company-paid Employee Stock Ownership Trust

Position Summary

The Customer Service Operations Coordinator is the primary administrative point of contact for the Global Technical Support (GTS) department, managing inbound customer inquiries and coordinating assigned service requests from initiation through resolution. This role ensures efficient service delivery by facilitating customer communication, coordinating repair and training activities, maintaining accurate business records, and supporting continuous process improvement. Success in this position requires a customer-focused approach, strong organizational skills, adaptability, and effective collaboration with internal and external stakeholders.

Essential Functions

• Customer Intake & Communication: Monitor GTS communications channels, including the Support Portal, email, and phone lines to create, assign and prioritize new support cases. Provide timely updates on order status, lead times, and tracking information. Interface directly with customers via email, phone, or web conferencing
• Responsive Customer Management: Serve as the primary customer contact for assigned or co-assigned tickets from start to resolution, including but not limited to training, warranty and non-warranty repairs, and failure analysis
• End-to-end RMA Processing: Manage repair workflows by preparing quotations, validating purchase orders, entering orders, processing RMAs, and coordinating with production, shipping, and accounting
• Coordinate customer training engagements, including quotations, scheduling, logistics, and communication with technical staff
• Physical Logistics Support: Receive, inspect, and process incoming RMA shipments, including unpacking, documenting contents, and organizing products within the work area
• Inventory & Customer Requirement Management: Maintain customer-specific operational requirements, including shipping crate inventories, inspection records, safety stock, and other customer documentation
• ERP & CRM Administration: Maintain accurate customer records within ERP, CRM, and other business systems. Generate quotations and process sales orders, RMAs, and technical support transactions accurately and in a timely manner
• Data Integrity & Reporting: Maintain shared dashboards, databases, and reports to ensure data integrity, accurate reporting, and workflow visibility
• Special Projects & Continuous Improvement: Identify opportunities to improve workflows, reporting, and process improvements. Participate in special projects that enhance service quality

Additional Duties

• Train team members on job functions, systems, or new processes as needed.
• As assigned

What will separate you from the rest?

• Strong proficiency with Microsoft Office, Google Workspace, and the ability to learn ERP, CRM, and other corporate systems
• Knowledge of administrative and customer service practices and procedures
• Excellent written and verbal communication skills with the ability to interact professionally with customers and colleagues
• Strong organizational, time management, and multitasking skills with attention to detail
• Outstanding customer service skills to include complex resolution abilities
• Ability to gather data to compile information, and prepare documents
• Self-motivated with the ability to prioritize work and perform independently with minimal supervision
• Proven ability to use independent judgment and discretion in decision making

Minimum Qualifications

• Associates Degree (AA) or equivalent from an accredited college or technical school
• At least one year of related administrative experience and/or training
• Equivalent combination of education and experience may be considered
• Must be authorized to work in the United States without employer sponsorship. Aerotech does not provide US work authorization sponsorship for this position. OPT and CPT visa holders are not eligible for employment if they will need work authorization sponsorship at any time in the future

Benefits

Aerotech has been advancing industries with our precision motion technology for more than 50 years. Our employees are our future, and we continue to grow by investing in our employees through continuous paid on-the-job training in a clean and climate-controlled environment, while providing the following exceptional benefits and more!

• Competitive compensation
• Bi-annual bonus
• Annual raise eligibility
• UPMC Health Insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement Plan
• Employee Stock Ownership Trust
• 401k
• Paid time off
• Parental leave
• Referral program
• Professional development assistance
• Tuition reimbursement

Aerotech is committed to the concept and practice of equal employment opportunity and affirmative action. The Company's policy is to provide equal employment opportunity to all qualified applicants and employees regardless of their race, color, religion, age (40 or over), sex, national origin, disability, or veteran status. This policy applies to recruiting and hiring, training, promotion, compensation, benefits, transfer, layoff, and termination. The Company makes and will continue to make all employment decisions in a non-discriminatory manner.

The Company is collecting the information requested in this employment application for purposes of evaluating your suitability for hire by the Company. The Company will share the information that you provide in this employment application only with Company management officials who are involved in the hiring process or who are otherwise involved in making employment-related decisions on behalf of the Company.

Aerotech, Inc. is providing this notice to applicants regarding our use of Automated Decision-Making Technology (ADMT). We use these tools to assist in evaluating job applications and identifying qualified candidates for our open positions.

We utilize ADMT for initial screening purposes through automated "knockout questions" to determine if a candidate meets the minimum mandatory requirements for a role.

You have the right to opt-out of ADMT by applying using the following link: General Application without ADMT

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