Technical Support & Service Coordination Specialist

Ferno; Wilmington (OH); On-site; USD 52,000 - 66,000; Full time

Job summary

FernoCare is seeking a Technical Support Coordinator to serve as the primary contact for service support from implementation through administrative processes. You will collaborate with the customer, sales, customer service, technical support, and repair teams to document, follow up, and fulfill requests with accuracy and a positive attitude.

The role requires organization, attention to detail, problem-solving, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Associate’s degree (A.A.) or six months to one-year related experience and/or training.

Responsibilities

• Own lifecycle handling of technical inquiries, repairs, and on-site service within PCS and Service Management Systems.
• Coordinate with technical/engineering teams for follow-up on repairs, part needs, quotes, and warranty determinations.
• Review technical drawings and BOMs to identify correct parts for first-time fix.
• Dispatch service providers for on-site repairs, PMs, or extended warranty work.
• Review invoices from third-party providers and forward to AP.
• Track and communicate daily part orders and shipment schedules with customers and providers.
• Collaborate with Quality, Production, Shipping, Engineering, and Customer Service to meet customer needs.
• Operate Service Module and Service Tracking systems for functionality and upgrades.
• Support preventive maintenance services per warranty or PM programs.
• Assist with product installations and procurement open-past due product needs.
• Document PCS issues and actions in PCS, service portals, and calendars.
• Perform other duties as assigned.

Skills

Excellent attendance

Organizational skills

Written communication

Verbal communication

Troubleshooting

Time management

Education

Associate's degree or related experience

Tools

PCS

Service Management Systems

Job description

FernoCare is seeking a Technical Support Coordinator to serve as the primary contact for service support from implementation through administrative processes. You will collaborate with the customer, sales, customer service, technical support, and repair teams to document, follow up, and fulfill requests with accuracy and a positive attitude.

The role requires organization, attention to detail, problem-solving, and the ability to manage multiple tasks in a fast-paced environment.