Service Operations Coordinator

Instron; Norwood (MA); On-site; USD 48,000 - 52,000; Full time

Job summary

Instron is seeking a Service Operations Coordinator in Norwood, MA, to support the North America service organization. You will coordinate service contracts, quotes, and order lifecycle while collaborating across Sales, Support, Finance, Logistics, and Field Service.

Responsibilities include data integrity, billing readiness, and driving process improvements. The role emphasizes organization, communication, and multi-team coordination in a dynamic environment.

Qualifications

• 2–4 years of customer service or service coordination experience.
• Associate degree in Business, Accounting, Operations, or related field.
• Strong organizational and project coordination skills.
• Ability to manage multiple tasks and deadlines.
• Excellent communication and interpersonal skills.
• Proficiency with Microsoft Office and CRM/ERP systems.
• Detail-oriented with data accuracy.
• Ability to collaborate across departments.

Responsibilities

• Serve as backup for contract and order administration activities.
• Process service contracts, purchase orders, renewals, and service calls.
• Generate and coordinate quotations for moves, IQ/OQ, installations.
• Coordinate with Service Sales, Customer Support, Finance, Logistics, and Field Service.
• Maintain customer and equipment databases and ensure data accuracy.
• Review PO and contracts for compliance and accuracy.
• Track service projects through quotation and order lifecycle.
• Support trade-ins, RMAs, billing, and special projects.
• Drive continuous improvement in service administration and processes.

Skills

Customer service

Communication

Organization

Multitasking

Education

Associate degree in Business, Accounting, Operations, or related field

Tools

Microsoft Office

CRM/ERP systems

Job description

Job Description

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems.

Job Description

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. Our systems are trusted by 95% of the world's largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

The Service Operations Coordinator is a key member of the North America Service organization, responsible for supporting the operational execution of service programs and customer agreements. This role provides coordination and administrative support across specialized service projects, customer contract activities, and service operations processes, ensuring accurate, efficient, and timely fulfillment of customer and business requirements. Working cross-functionally with Service Sales, Customer Support, Finance, Logistics, Field Service, and Operations, the position helps drive operational excellence and continuous process improvement throughout the service lifecycle.

Principal Duties & Responsibilities

• Serve as backup for contract and order administration activities.
• Process service contracts, purchase orders, renewals, and service calls.
• Generate and coordinate quotations for machine moves, IQ/OQ projects, installations, and other specialized service offerings.
• Coordinate internally with Service Sales Specialists, Customer Support, Finance, Logistics, and Field Service teams to develop accurate quotations.
• Maintain customer and equipment databases and ensure data accuracy across business systems.
• Review purchase orders and contracts for compliance and accuracy.
• Track specialized service projects through the quotation and order lifecycle.
• Review completed service calls and documentation prior to billing.
• Support trade-in processing, RMAs, billing activities, and special projects.
• Drive continuous improvement initiatives related to service administration and operational processes.

Knowledge, Skills & Abilities

• 2-4 years of customer service, sales support, service administration, or project coordination experience.
• Associate degree in Business, Accounting, Operations, or related field.
• Strong organizational and project coordination skills.
• Ability to manage multiple complex tasks and deadlines simultaneously.
• Strong communication and interpersonal skills.
• Proficiency with Microsoft Office and business systems (CRM/ERP).
• Attention to detail and commitment to process accuracy.
• Ability to work effectively across multiple departments.

Reporting Relationship

Reports directly to the Service Sales & Business Development Manager.

Compensation Information

This position has a starting salary range of $35 to $38 per hour. Pay is determined by several factors, including a candidate's experience, relevant skills, and qualifications.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.