FernoCare Technical Support Coordinator

Ferno-Washington, Inc•Wilmington, OH

17d

About The Position

The FernoCare Technical Support Coordinator is the primary point of contact for customer service support, including implementation, triage, and administrative needs. The coordinator asks appropriate questions, discusses product concerns, identifies where to find answers, and supports customers, sales, customer service, technical support, and repair teams. The role requires organization, attention to detail, problem-solving, and a positive attitude in a fast-paced environment, along with careful documentation and follow-through on customer requests. The coordinator manages technical inquiries, complaints, repairs, and on-site customer service through Ferno’s Product Complaint System (PCS) and Service Management Systems. Responsibilities include coordinating technical resources and service providers, communicating repair and parts needs, reviewing technical drawings and bills of materials, managing preventive maintenance and installation support, tracking shipments, and collaborating across departments. The position also supports the functionality and technical needs of the Service Module and Service Tracking systems. This is an hourly position with scheduled hours of 8:30 AM–5:00 PM EST. Ferno is an equal opportunity employer and considers qualified applicants without regard to protected characteristics.

Requirements

Associate’s degree from a two-year college or technical school, or six months to one year of related experience and/or training.
Excellent attendance.
Strong organizational, written, and verbal communication skills.
Effective troubleshooting, analytical, and problem-solving skills.
Ability to manage and prioritize numerous tasks and responsibilities.
Knowledge of work and database computer systems.
Ability to manage a project from start to finish.
Reading and comprehension skills.
Ability to speak effectively and professionally.
Ability to use MS Outlook to communicate via internet/network.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Ability to understand and carry out written, oral, or diagrammed instructions using good judgment.
Ability to recognize when directions are needed; self-starter who seeks answers and solves problems.
Ability to perform the essential duties satisfactorily, with reasonable accommodation available for individuals with disabilities.

Responsibilities

Manage the full life cycle of technical inquiries, complaints, repairs, and on-site customer service and care in the Product Complaint System (PCS) and Service Management Systems.
Manage incoming technical support requests and coordinate with technical and engineering resources to follow up with customers and the sales team about repair steps, product parts, repair quotes, warranty determinations, troubleshooting, and part orders.
Document correspondence and actions in PCS, service management systems, service portals, and shared calendars.
Review technical drawings and bills of materials to identify the correct parts for successful first-time repair visits.
Dispatch third-party or internal Ferno service providers for on-site repairs, preventive maintenance, special program preventive maintenance, field corrections, and extended warranty work.
Review invoices from third-party service providers and forward them to Accounts Payable.
Review PCS entries and issue action items for parts or service direction.
Manage, track, and communicate daily part orders and shipment schedules with third parties, customers, and service providers.
Coordinate with departments such as Quality, Production, Parts, Shipping, Engineering, Customer Service, and Technical Support based on customer needs and subject matter expertise.
Serve as the point of contact for the Service Module and Service Tracking systems, including functionality, upgrade requirements, and technical support.
Manage preventive maintenance services performed by internal or third-party resources under extended warranty or preventive maintenance programs purchased by end users.
Support product installation execution.
Work with Procurement on open and past-due product needs.
Document PCS issues and report them to Quality as needed.
Perform other related duties as assigned.