Technical Customer Support Coordinator

2 weeks ago

Forest Row, United Kingdom Pion Inc. Full time

The Technical Customer Support Coordinator will provide direct Technical Customer Support to Pion customers and Pion employees as well as provide backup support to the local field service activities. Responsibilities Provide 1st line remote/virtual technical support & troubleshooting as the first responder for all Pion products, accessories, and software. Operate as the direct link between Pion customers and Pion employees in all post‑system sale support activities, including Customer Support Case and Work Order creation, service and parts quote creation, quote follow‑up, CRM management, and process closure. Ensure all Customer Support activities are properly and efficiently recorded and updated in the CRM to maintain full visibility to the Pion business. Act as a critical member of the team in Standard Operating Procedure (SOP) creation, development, deployment, and maintenance, including documentation and repository management. Advise on all Customer Support process efficiency and effectiveness and recommend changes as required. Create, develop, deploy, and maintain all customer support training documentation and train field service personnel virtually or in‑person on servicing Pion instrumentation as needed. Manage all Customer Support Engineer (CSE) parts activities: identification, ordering, reconciliation, and installation, working closely with Technical Support Specialists, CSEs, and accounts teams for accurate and timely parts logistics. Coordinate purchasing of bin item spares to maintain field service productivity. Liaise with R&D/Quality Management to properly report, document, process, and categorize all quality‑related issues arising from the customer support field team(s); sit in all escalation reviews, RCA, NCR and technical quality review sessions related to field activities. Provide Field Service support and backup when field travel is required for personnel who are on vacation, sick, or overloaded; all field travel requests must be approved by the Customer Support Manager. Monitor, maintain, and update monthly activity reports for the field service team as required. Assist production in documenting, training, and producing items essential to equipment sales. Act as a critical member of the Facilities management team as it relates to customer support activities, ensuring that critical customer support elements of the local facility are in good working order and follow the correct service schedules. Join Pion as a Technical Customer Support Coordinator providing direct technical support to customers and field service teams. #J-18808-Ljbffr

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