Customer Support Service Coordinator

Description

Position Summary

We are seeking a detail-oriented and proactive Support Coordinator to manage and coordinate customer service and support customer operations across our Aerosol Jet and DED business units. This key role serves as the backbone of our support team and is the first line in customer communications, ensuring efficient scheduling, ticket prioritization, and exceptional customer experience.

Key Responsibilities

• Coordinate and schedule technical support visits for field service engineers across both business units utilizing a scheduling systems for engineers' site visits.
• Manage the company’s help desk system, ensuring accurate ticket tracking, escalation, and resolution based on priority.
• Serve as a primary point of contact for customers, ensuring timely and professional communication throughout the support lifecycle.
• Monitor service request queues, follow up with customers and internal teams, and ensure SLAs are met.
• Compile and maintain support metrics and reports for internal review and performance tracking for weekly reviews.
• Collaborate with engineering and technical teams to streamline service desk workflows and documentation.
• Continuously work with management in improving customer service procedures and communication strategies.

Requirements

Qualifications

• Minimum 2 years of experience in a customer service or technical help desk environment, preferably in a manufacturing or technology company.
• Excellent organizational and multitasking skills, with demonstrated ability to coordinate scheduling across multiple teams and time zones.
• Strong communication and interpersonal skills with a customer first attitude.
• Experience with help desk/ticketing software and ability to learn new helpdesk applications
• Proficiency in Microsoft Office Suite and general comfort with CRM salesforce platforms.
• Ability to thrive in a fast-paced, collaborative environment.
• Associate or bachelor’s degree preferred but not required.

Optomec is a recognized leader in additive manufacturing systems, delivering cutting-edge solutions through our Aerosol Jet and Directed Energy Deposition (DED) technologies.  We partner with global innovators to advance manufacturing capabilities across electronics, aerospace, medical and energy sectors.

Optomec offers:

• Competitive salary and benefits package
• Opportunity to work with industry leading additive manufacturing technologies
• A collaborative and innovative work culture
• Career growth opportunities within a growing company