Customer Support Coordinator

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

Benefits offered by this job

401(k) matching

Medical/dental/vision benefits

Education reimbursement

Family leave

PTO & holidays

Life insurance

Disability coverage

Gym subsidy

Referral bonuses

Scholarship program

Job summary

TRUMPF Inc. is seeking a Customer Support Coordinator to guide customers through the service journey, from initial inquiry to service completion.

You will coordinate field service activity, manage the service call queue, and keep customers and internal teams informed about progress, timing, and next steps. In this role you will partner with the Service Manager to schedule missions, track installation progress in SIS, and ensure timely, quality-focused closures while identifying process

Qualifications

• Three or more years of customer service or technical-support experience.
• Ability to stay organized under pressure.
• Strong customer service orientation and attention to detail.
• Experience supporting customers in a high-volume call environment.
• Familiarity with project management systems is an advantage.

Responsibilities

• Coordinate field service engineers based on mission priority and requirements.
• Match service missions with engineers by location and experience.
• Monitor and manage the service call queue for efficient scheduling and timely responses.
• Keep customers informed with status updates, timing, delays, and next steps.
• Escalate delays affecting critical machines and propose practical solutions.
• Coordinate customer quality checks with the Service Manager after service missions.
• Maintain installation schedules and project milestones in SIS.
• Coordinate coverage with other service coordinators and third-party providers.
• Work with technical support to align mission planning with customer needs.
• Confirm missions are scheduled with the required tools and equipment.

Skills

Customer support

Call center

Communication

Problem solving

Project coordination

Tools

CRM software

Project management systems

SIS

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.