Automation Service Support Coordinator in BROWNS SUMMIT, North Carolina at Morrisette Paper Company Inc
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Job Description
The Automation Service Support Coordinator supports the day-to-day service and sales activities of the Automation Department and serves as a central point of coordination between customers, service technicians, sales representatives, equipment suppliers, and internal resources. This position is responsible for keeping service requests, technician schedules, parts needs, and Preventive Maintenance (PM) activities organized and moving forward.
The role also provides sales and proposal support for semi-automatic packaging equipment. The ideal candidate is highly organized, customer-focused, comfortable working with technical products and equipment information, and able to manage multiple priorities in a fast-paced environment. This position combines service coordination, parts and PM support, and automation sales/proposal support, so flexibility and strong follow-through are important.
Primary Responsibilities
Technical Service Coordination
- Serve as a primary point of contact for customer technical service requests. Coordinate, schedule, and assign service calls to the appropriate technicians. Maintain the service schedule and communicate changes, priorities, and scheduling conflicts. Communicate service dates and technician arrival information to customers and sales representatives. Follow up with customers and technicians to ensure service issues are addressed and next steps are documented. Coordinate bench/shop repairs, equipment evaluations, installations, and other technician support as needed. Assist with service documentation and billing coordination.
Parts & Preventive Maintenance Support
- Serve as a point of contact for automation and packaging equipment parts inquiries. Work with technicians and suppliers to identify replacement and spare parts. Request supplier pricing, prepare parts quotations, and process sales and purchase orders. Track orders, lead times, backorders, shipments, returns, and warranty-related parts. Support recommended spare-parts packages for automation and packaging equipment. Coordinate Preventive Maintenance agreements, including scheduling, service intervals, due dates, completion status, and documentation. Communicate upcoming PM visits and requirements to customers and coordinate the appropriate technician. Identify PM agreements approaching renewal and communication opportunities to the appropriate internal team.
Customer & Internal Support
- Provide responsive and professional communication regarding service, parts, PM agreements, and equipment-related requests. Serve as a communication hub between customers, technicians, sales representatives, suppliers, and Automation Department personnel. Escalate urgent service issues, scheduling conflicts, recurring equipment concerns, or customer-impacting issues to management. Maintain organized records of service activities, parts orders, proposals, and customer communications.
Automation Sales & Proposal Support
- Generate customer-facing proposals for semi-automatic packaging equipment. Work with the Automation team to understand customer applications, equipment requirements, and desired solutions. Communicate with equipment suppliers to obtain current pricing, specifications, options, lead times, and freight information. Assist with equipment selection and basic application recommendations. Prepare clear and accurate proposals including equipment descriptions, pricing, options, commercial assumptions, and supporting literature. Maintain current supplier pricing, product literature, and proposal information. Coordinate proposal revisions and customer-requested changes. Assist with transitioning equipment opportunities from quotation to order processing following receipt of a customer purchase order.
Skills & Abilities
- Strong organizational, scheduling, and follow-up skills. Ability to manage multiple priorities and changing demands. Strong written and verbal communication skills. Customer-service-oriented approach with a high sense of urgency. Comfortable working with technical products, equipment specifications, pricing, and vendor quotations. Ability to interpret equipment literature and communicate basic equipment capabilities and options. Strong attention to detail and accuracy. Ability to work independently while collaborating closely with technicians, sales representatives, and suppliers.Proficiency with Microsoft Outlook, Word, Excel, and Canva. Experience with ERP, CRM, quoting, or service-management systems is beneficial. Excellent communication skills with the ability to express thoughts and ideas clearly, both verbally and in writing
Education & Qualifications
- High school diploma or equivalent required. Associate degree, technical training, or relevant industry experience preferred. Prior experience with packaging equipment, industrial equipment, technical service coordination, parts support, inside sales, or a similar technical/customer-service environment is a plus. No prior automation expertise is required; should be comfortable learning technical products and equipment. Ability to understand equipment specifications and work with suppliers to gather information. Ability to communicate technical and equipment-related information to customers and internal teams.
Success in this position means being a dependable, proactive resource who keeps service requests, technician schedules, parts orders, PM activities, and proposals organized and moving forward. The person communicates clearly, responds with urgency, follows through, and keeps customers and internal teams informed. Over time, the successful individual becomes a trusted resource for the Automation Department. Understanding the equipment, service process, suppliers, and customers well enough to anticipate needs, solve problems, and keep things moving with minimal direction. Ultimately, success means the team can rely on this person to create structure, stay on top of the details, and help deliver a positive customer experience.