Technical Service Coordinator

Job Title: Technical Service Coordinator

Position Overview

As a Technical Service Coordinator, you will play a vital role in ensuring customer satisfaction and supporting the growth of Irwin’s service and parts business. This position serves as a key link between customers, internal teams, and external partners, providing exceptional service through proactive problem-solving, efficient order management, and the promotion of inspection and maintenance services.

The role requires strong interpersonal skills, technical aptitude, and a sales-focused mindset to deliver value to customers while supporting the department’s financial goals. Success in this role is driven by the ability to manage multiple responsibilities, resolve customer issues efficiently, and build lasting customer relationships.

Responsibilities

Customer Support and Complaint Resolution

• Act as a primary point of contact for customers, addressing field complaints and ensuring timely and effective resolution.

• Collaborate with customers, subcontractors, sales teams, and operations personnel to address inquiries and resolve service challenges.

Order and Quotation Management

• Accurately enter and manage parts orders, prepare detailed quotations, and monitor order progress through the manufacturing process to meet customer deadlines.

• Track outstanding quotes and proactively follow up with customers to secure approvals and move orders forward.

Sales and Service Promotion

• Identify opportunities to promote and sell inspection, maintenance, and other service offerings, providing customers with tailored solutions to maintain their seating products.

• Present service options in a consultative manner, building trust and ensuring alignment with customer needs.

Account and Financial Assistance

• Work closely with the finance team to assist in resolving unpaid accounts and support collections as needed.

• Manage the department’s pricing mechanisms and conduct basic profit-and-loss (P&L) analysis for service projects to ensure financial alignment with goals.

Customer Relationship Management

• Build and maintain strong, long-term relationships with customers by delivering exceptional post-sales support.

• Foster repeat business and referrals by exceeding customer expectations and providing value-added services.

Administrative and Reporting Responsibilities

• Maintain accurate records of customer interactions, quotes, and orders to ensure transparency and alignment across teams.

• Support department goals by tracking performance metrics and identifying areas for improvement.

Qualifications

• High School Diploma or equivalent required; an Associate’s degree or relevant technical certification preferred.

• Minimum of 2 years of experience in customer service or a related role, with direct customer contact preferred.

• Experience in sales or upselling of services is advantageous.

• Knowledge of blueprint reading and familiarity with construction trades is a plus.

• Product knowledge in seating solutions or a related manufacturing industry is preferred.

• Excellent verbal and written communication skills, with a collaborative approach to working with customers and teams.

• Proven ability to build and maintain strong customer relationships.

• Strong skills in analyzing data, identifying issues, and developing effective solutions.

• Confidence in identifying and promoting service opportunities in a supportive, customer-centric manner.

• Highly organized, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Demonstrates focus and adaptability under pressure, maintaining a proactive approach to customer needs.

• Strong skills in managing records, monitoring order progress, and supporting financial goals. 

Physical Demands and Work Environment:

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee frequently is required to walk. The employee is occasionally required to stand; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and loud machinery.  The noise level in the work environment is usually quiet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FLSA Status: Exempt

The base salary range for this full-time position is $56,000 - $68,000. Within this range, individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role.

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