Customer Support Coordinator

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

Benefits offered by this job

401(k) match

Medical, dental, and vision benefits

Tuition reimbursement

Paid family and parental leave

Paid time off from day one

Life insurance

Disability coverage

Gym membership subsidy

Employee referral bonuses

Scholarship program for employees'

Job summary

TRUMPF is seeking a Customer Support Coordinator in Costa Mesa, CA to guide customers through the service journey, coordinate field service activity, and manage the service call queue.

You will work with service engineers and managers to ensure timely communication, scheduling, and quality assurance from initial request to closure. This role demands strong customer focus and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Experience in a high-volume call environment.
• Strong customer service orientation and attention to detail.
• Ability to coordinate competing priorities and communicate clearly.
• 3+ years of relevant customer service or technical-support experience.
• Familiarity with project management systems is an advantage.
• TRUMPF product knowledge is helpful.

Responsibilities

• Coordinate field service engineers based on mission priority and customer need.
• Match service missions with engineers whose experience and location fit the work.
• Monitor and manage the service call queue to support scheduling and SLAs.
• Keep customers informed with timely updates on request status and next steps.
• Escalate delays affecting critical machines to Service Management and help identify solutions.
• Coordinate customer quality checks with the Service Manager after service missions.
• Maintain installation schedules and project milestones in SIS, ensuring timelines are accurate.
• Coordinate coverage with other service coordinators and third-party providers.
• Work with technical support engineers to align mission planning with requirements and customer needs.
• Confirm missions are scheduled with required tools and equipment.
• Partner with the Service Manager to verify service work is complete and documented.
• Identify process issues and share recommendations to improve customer experience.

Skills

Customer service

Communication

Prioritization

Technical support

Project management systems

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.

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.