Field Service Admin & Customer Support Lead

ITW EAE; Hopkinton (MA); On-site; USD 40,914 - 49,593; Full time

Job summary

ITW EAE in Hopkinton, MA seeks an experienced Administrative Coordinator to support the Field Service organization. You will maintain customer records, coordinate service activities, promote maintenance agreements, and assist sales and marketing initiatives.

The role requires strong organizational and communication skills, proficiency in MS Office, and the ability to work with QAD and SharePoint. Occasional travel may be needed; high school education and 5+ years of relevant experience are

Qualifications

• High school education or equivalent with five years of relevant experience in a customer service/manufacturing environment.
• Proven ability to build and maintain strong customer relationships and deliver excellent customer service.
• Strong administrative, organizational, and time-management skills with attention to detail.
• Ability to learn and use business systems and data analysis tools.
• Effective written and verbal communication and teamwork across departments.

Responsibilities

• Prepare initial maintenance agreement and service contract quotations with Service Managers and Field Service Engineers.
• Process North America service contracts and manage related quotations.
• Maintain contract quotation database and follow up on outstanding quotes.
• Review customer purchase orders for accuracy and data entry readiness in QAD.
• Coordinate contract billing activities for service agreements.
• Schedule preventive maintenance visits with customers and Field Service personnel.
• Track obligations for Protect PM/Parts/Plus service agreements.
• Collaborate with Accounting to resolve billing discrepancies and invoicing issues.
• Maintain customer service files and related documentation.
• Generate warranty expiration reports to Service Managers three months prior to expiration.
• Develop quarterly utilization and performance reports with QAD metrics and charts.
• Prepare ad hoc reports to support management decisions.
• Assist with QAD system enhancements in partnership with IT.
• Close North America Field Service work orders per procedures.
• Resolve T&M billing issues with Technical Support, Accounting, Finance and Field Service Engineers.
• Manage machine installation scheduling and installation tracking databases.
• Coordinate customer satisfaction survey activities.
• Update Field Service Engineer schedules in SharePoint.
• Participate in after-hours on-call coverage for service emergencies.
• Maintain and update Field Service Representative documentation.
• Process closing and invoicing of Field Service Reports.
• Support ISB data integrity through accurate record maintenance and updates.
• Respond to customer inquiries about POs, invoices, contracts, and service matters.
• Analyze internal reports to identify trends and support business objectives.
• Create, maintain, and deliver training materials and process documentation.

Skills

Administrative skills

Organizational skills

Time management

Problem solving

Communication skills

Independence

Team collaboration

MS Office

Education

High School Diploma or equivalent

Tools

QAD

SharePoint

MS Office

Job description

ITW EAE in Hopkinton, MA seeks an experienced Administrative Coordinator to support the Field Service organization. You will maintain customer records, coordinate service activities, promote maintenance agreements, and assist sales and marketing initiatives.

The role requires strong organizational and communication skills, proficiency in MS Office, and the ability to work with QAD and SharePoint. Occasional travel may be needed; high school education and 5+ years of relevant experience are