ITT Coordinator - Grand Rapids MI

Applied Innovation•Grand Rapids, MI

2d•Onsite

About The Position

Applied Innovation is seeking a highly organized, proactive, and customer-focused ITT Coordinator to support the success of our national dealer network and internal service operations. This role is responsible for coordinating service activity, maintaining accurate system data, supporting contract administration, and ensuring an exceptional customer experience through timely communication and follow-through. The ITT Coordinator also partners closely with the National Accounts team, providing operational support during periods of high volume, coverage needs, or special projects. The ideal candidate thrives in a fast-paced environment, communicates effectively, and demonstrates strong attention to detail while managing multiple priorities. This position reports to the Contracts Manager and is based out of our Grand Rapids headquarters. This is an onsite position with standard working hours Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

Strong organizational skills with the ability to manage multiple priorities and deadlines.
Excellent verbal and written communication skills.
High attention to detail and problem-solving abilities.
Ability to work independently while also collaborating effectively within a team environment.
Strong customer service mindset with a sense of urgency and professionalism.
Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
Ability to learn and navigate multiple systems and processes efficiently.
High school diploma or equivalent required.

Nice To Haves

Associate’s or Bachelor’s degree preferred.
Previous experience in customer service, service coordination, operations, contracts administration, or dealer support preferred.
Experience with E-Automate or similar ERP/service management systems preferred.
Experience supporting multi-location or national service operations is a plus.

Responsibilities

Maintain accurate dealer, customer, territory, and technician records within E-Automate.
Coordinate and monitor service call activity to ensure timely resolution and accurate billing.
Support dealer relationships by assisting with service escalations, communication, and operational needs.
Manage parts fulfillment processes and approve dealer cost authorizations as needed.
Set up, maintain, and bill ship-in service contracts.
Review dealer performance metrics and identify opportunities for service improvements, efficiency, and profitability.
Assist in evaluating dealer coverage and contract alignment to maintain high service standards.
Provide administrative and operational support to the National Accounts team during high-volume periods or team absences.
Collaborate cross-functionally with service, contracts, billing, and account management teams to ensure seamless customer support.
Maintain detailed documentation and ensure compliance with internal processes and service standards.
Perform additional duties and special projects as assigned.