Service Operations Coordinator

ITW•Norwood, MA

12d•Onsite

About The Position

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development. The Service Operations Coordinator is a key member of the North America Service organization, responsible for supporting the operational execution of service programs and customer agreements. This role provides coordination and administrative support across specialized service projects, customer contract activities, and service operations processes, ensuring accurate, efficient, and timely fulfillment of customer and business requirements. Working cross-functionally with Service Sales, Customer Support, Finance, Logistics, Field Service, and Operations, the position helps drive operational excellence and continuous process improvement throughout the service lifecycle.

Requirements

2-4 years of customer service, sales support, service administration, or project coordination experience.
Associate degree in Business, Accounting, Operations, or related field.
Strong organizational and project coordination skills.
Ability to manage multiple complex tasks and deadlines simultaneously.
Strong communication and interpersonal skills.
Proficiency with Microsoft Office and business systems (CRM/ERP).
Attention to detail and commitment to process accuracy.
Ability to work effectively across multiple departments.

Responsibilities

Serve as backup for contract and order administration activities.
Process service contracts, purchase orders, renewals, and service calls.
Generate and coordinate quotations for machine moves, IQ/OQ projects, installations, and other specialized service offerings.
Coordinate internally with Service Sales Specialists, Customer Support, Finance, Logistics, and Field Service teams to develop accurate quotations.
Maintain customer and equipment databases and ensure data accuracy across business systems.
Review purchase orders and contracts for compliance and accuracy.
Track specialized service projects through the quotation and order lifecycle.
Review completed service calls and documentation prior to billing.
Support trade-in processing, RMAs, billing activities, and special projects.
Drive continuous improvement initiatives related to service administration and operational processes.