Aftersale Applications/Support Coordinator

TITLE: Aftersales Applications/Support Coordinator
TYPE: Direct Hire
LOCATION: Newtown, PA
ONSITE/REMOTE/HYBRID: Onsite
START DATE: Q2 2025

We are looking for an Aftersales Applications/Support Coordinator to deliver exceptional professional and technical support to our customers and service team, representing the company with confidence and positivity. You will be responsible for understanding company product lines to assist clients through phone and email support, providing recommendations for modifications and upgrades while overseeing the upgrade process from quoting to installation.

MAIN RESPONSIBILITIES

• Assess incoming support requests to prioritize based on urgency.
• Gather detailed information from customers regarding their issues or requirements.
• Remotely guide customers and technicians through equipment setup or repair processes.
• Find and provide machine documentation to customers and technicians.
• Organize technical documentation for quick future reference.
• Manage shipping and installation logistics to ensure field service availability aligns with the customer’s schedule.
• Provide troubleshooting and diagnostic support via phone and email to customers and field service technicians.
• Offer technical expertise to assist the spare parts department in fulfilling customer needs.
• Collect details on customers’ existing machines and assess their needs.
• Collaborate with field service technicians and the factory to determine the best solutions within customers’ budgets and timelines.
• Anticipate any additional hardware or tooling needed for installation beyond what the factory provides.
• Coordinate the quoting process for upgrades among the factory, spare parts, and service departments to ensure clients have all necessary purchasing information.
• Utilize mechanical and electrical skills to set up and test equipment modifications and upgrades in the workshop.
• Organize and maintain documentation related to upgrades for both customer and internal reference.
• Inspect upgrades to verify completeness and accuracy of factory documentation.
• Serve as a liaison between customers and various company factories to ensure smooth communication.
• Follow up with customers before and after installation to ensure project goals are achieved.
• Support new machine sales through customer demos or FATs and assist in producing product samples.
• Contribute technical knowledge to daily operations at the office.

QUALIFICATIONS

• Associate’s degree (or equivalent) in Mechatronics or a related field.
• A minimum of 5 years of experience in technical field service or applications engineering, or in servicing electrical equipment.
• Proficient in engaging with internal teams and external customers to deliver solution-based services.
• Must be open to domestic and international travel 4-6 weeks per year.
• Skilled in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Familiarity with web applications and the Microsoft Office suite.
• A solid understanding that customer satisfaction drives business success.
• Must possess and maintain a valid driver's license.

EOE STATEMENT
We are an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Job Type: Full-time

Pay: $30.00 - $37.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift

Work Location: In person

Salary : $30 - $37