Customer Support Coordinator

TRUMPF North America; Costa Mesa (CA); On-site; USD 48,000 - 71,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, vision benefits

Employer HSA contributions

Paid family leave

PTO from day one

11 company holidays

Life insurance

Short/long-term disability

Gym membership subsidy

Employee referral bonuses

Scholarship program for employees' s'

Job summary

TRUMPF North America is seeking a Customer Support Coordinator to guide customers from initial service requests to completion. You will coordinate field service activity, manage the service queue, and ensure timely, quality-focused closes with close collaboration with the Service Manager.

You will schedule missions, align with engineers, and keep clients informed of status, delays, and next steps, contributing to efficient service delivery and customer satisfaction.

Qualifications

• Three or more years of relevant customer service or technical-support experience, or equivalent experience.

Responsibilities

• Coordinate field service engineers based on mission priority and customer needs.
• Match service missions with engineers whose experience and location fit the work.
• Monitor and manage the service call queue to support scheduling and response.
• Keep customers informed with updates on status, timing, delays, and next steps.
• Escalate delays affecting critical machines to Service Management and identify solutions.
• Coordinate customer quality checks after service missions.
• Maintain installation schedules and project milestones in SIS and ensure progress is visible.
• Coordinate coverage with other service coordinators and third-party providers when needed.
• Collaborate with technical support to align mission planning with requirements.
• Confirm missions are scheduled with the required tools and equipment.
• Verify service completion, documentation, and communication with customers.
• Identify process issues and provide practical recommendations to improve the customer experience.

Skills

Customer service

Communication under pressure

Organizational skills

Coordination

Technical-support experience

CRM systems

Tools

TRUMPF product knowledge

Job description

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

As a Customer Support Coordinator, you will guide customers through the service journey-from their first request through service completion. You will coordinate field service activity, manage the service call queue, and keep customers and internal teams informed. Working closely with the Service Manager, you will help ensure service missions are scheduled effectively, installation progress is visible, and each service visit is followed through to a clear, quality-focused close.

What you'll do

• Coordinate field service engineers based on mission priority, customer need, and SIS project requirements.
• Match service missions with engineers whose technical experience and location best fit the work.
• Monitor and manage the service call queue to support efficient scheduling, timely response, and service-level commitments.
• Keep customers informed with timely updates on request status, expected timing, delays, and next steps.
• Escalate delays affecting critical machines to Service Management and help identify solutions that reduce customer impact.
• Coordinate customer quality checks with the Service Manager after service missions.
• Maintain installation schedules and project milestones in SIS, ensuring timelines and progress records are accurate and visible.
• Coordinate coverage with other service coordinators and third-party providers when additional support is needed.
• Work closely with technical support engineers to align mission planning with technical requirements and customer needs.
• Confirm missions are scheduled with the required tools and equipment.
• Partner with the Service Manager to verify that service work is complete, documentation and software records are properly completed, quality requirements are met, and customers receive closure communication.
• Identify process issues and share practical recommendations that improve the customer experience while maintaining service standards.

What you'll bring

• Experience supporting customers in a high-volume call environment, with the ability to stay organized and effective under pressure.
• Strong customer service orientation, follow-through, and attention to detail.
• The ability to coordinate competing priorities and communicate clearly with customers, service teams, and management.
• Three or more years of relevant customer service or technical-support experience, or equivalent experience, preferred.
• Familiarity with project management systems is an advantage.
• TRUMPF product knowledge is helpful.

Pay & Benefits

• Retirement: 401(k) with generous company match
• Health & Wellness: Comprehensive medical, dental, and vision benefits with employer HSA contributions and 100% employer-paid vision premiums for employees and eligible dependents.
• Education Assistance: Tuition reimbursement and student loan guidance to support your continued learning
• Family Support: Paid family and parental leave programs, plus comprehensive reproductive and family health resources
• Work-Life Balance: Paid time off available from day one, plus 11 paid company holidays
• Income Protection: Company-paid life insurance at two times base salary, along with short- and long-term disability coverage
• Additional Programs: Gym membership subsidy, employee referral bonuses, recognition awards, and a scholarship program for employees' children

Pay Range:

$34.78 - $51.23

TRUMPF Inc. endeavors to make TRUMPF careers pages accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance in completing the applications process, please contact our HR department at 860.255.6000 or at [e-mail]. This contact information is for accommodation requests only and can not be used to inquire about the status of application.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.