Customer Support Coordinator

TRUMPF • Costa Mesa, CA

4d • $35 - $51

About The Position

As a Customer Support Coordinator, you will guide customers through the service journey, from their first request through service completion. You will coordinate field service activity, manage the service call queue, and keep customers and internal teams informed. Working closely with the Service Manager, you will help ensure service missions are scheduled effectively, installation progress is visible, and service visits are followed through to a quality-focused close.

Requirements

• Experience supporting customers in a high-volume call environment and the ability to stay organized and effective under pressure.
• Strong customer service orientation, follow-through, and attention to detail.
• Ability to coordinate competing priorities and communicate clearly with customers, service teams, and management.

Nice To Haves

• Three or more years of relevant customer service or technical-support experience, or equivalent experience, preferred.
• Familiarity with project management systems is an advantage.
• TRUMPF product knowledge is helpful.

Responsibilities

• Coordinate field service engineers based on mission priority, customer need, and SIS project requirements.
• Match service missions with engineers whose technical experience and location best fit the work.
• Monitor and manage the service call queue to support efficient scheduling, timely response, and service-level commitments.
• Keep customers informed about request status, expected timing, delays, and next steps.
• Escalate delays affecting critical machines to Service Management and help identify solutions that reduce customer impact.
• Coordinate customer quality checks with the Service Manager after service missions.
• Maintain installation schedules and project milestones in SIS, ensuring timelines and progress records are accurate and visible.
• Coordinate coverage with other service coordinators and third-party providers when additional support is needed.
• Work with technical support engineers to align mission planning with technical requirements and customer needs.
• Confirm missions are scheduled with the required tools and equipment.
• Partner with the Service Manager to verify service work is complete, documentation and software records are completed, quality requirements are met, and customers receive closure communication.
• Identify process issues and share practical recommendations that improve the customer experience while maintaining service standards.

Benefits

• 401(k) with generous company match.
• Comprehensive medical, dental, and vision benefits, including employer HSA contributions and 100% employer-paid vision premiums for employees and eligible dependents.
• Tuition reimbursement and student loan guidance.
• Paid family and parental leave programs, plus reproductive and family health resources.
• Paid time off available from day one and 11 paid company holidays.
• Company-paid life insurance at two times base salary, along with short- and long-term disability coverage.
• Gym membership subsidy.
• Employee referral bonuses.
• Recognition awards.
• Scholarship program for employees' children.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed