Technical Services Coordination Lead

Elopak; Wixom (MI); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Elopak in Wixom, MI seeks a Technical Services Coordinator to serve as the central hub for customer inquiries, coordinating field service engineers and internal teams across the Americas. You will lead scheduling, spare parts support, and service enhancements while maintaining detailed CRM records and KPI-driven performance metrics.

With 7–10 years in technical support, service coordination, or field service operations, you will drive proactive communication, minimize downtime, and support

Qualifications

• Associate Degree, Technical Diploma, Engineering Technology Degree, or equivalent combination of education and industry experience.
• Experience in the Gable Top Packaging industry is required.
• 7 to 10 years of experience in one or more of the following: Technical Support, Customer Service, Service Coordination, Field Service Operations, Industrial Equipment Support, Maintenance Planning, Service Operations Management.

Responsabilités

• Serve as the primary contact for customer technical inquiries and service requests.
• Provide first-level troubleshooting and support.
• Coordinate escalations with Technical Managers and subject matter experts.
• Ensure proactive communication and outstanding customer experience throughout the service process.
• Help minimize customer downtime and maximize equipment performance.
• Coordinate and prioritize service requests across the Americas region.
• Schedule Field Service Engineers for emergency interventions, preventive maintenance, customer training, equipment trials, installations, and commissioning activities.
• Optimize resource allocation while balancing customer expectations, response time targets, travel efficiency, and employee well-being.
• Proactively resolve scheduling conflicts and resource constraints.
• Support customers with spare parts identification and inquiries.
• Coordinate with Parts and Supply Chain teams to ensure timely quotations and order fulfillment.
• Identify opportunities for preventive maintenance programs, equipment upgrades, modernization initiatives, and service enhancements.
• Maintain accurate service records and planning information within CRM systems.
• Monitor service KPIs, workload trends, and customer service performance.
• Analyze service delivery metrics and recommend continuous improvement initiatives.
• Ensure proper documentation and reporting of all service activities.
• Identify opportunities related to service agreements, preventive maintenance programs, customer training, modernization initiatives, and additional value-added services.

Connaissances

Customer support

Service coordination

Scheduling

CRM systems

MS Office

Field service

Industrial equipment

Communication

Formation

Assoc Degree or Tech Diploma

Outils

CRM software

Scheduling software

Service management software

MS Excel

Description du poste

Elopak in Wixom, MI seeks a Technical Services Coordinator to serve as the central hub for customer inquiries, coordinating field service engineers and internal teams across the Americas. You will lead scheduling, spare parts support, and service enhancements while maintaining detailed CRM records and KPI-driven performance metrics.

With 7–10 years in technical support, service coordination, or field service operations, you will drive proactive communication, minimize downtime, and support