Customer Service Coordinator
3 weeks ago
Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity. What We Offer: Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package. Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees. Job Description: PURPOSE: Provide technicalassistanceto representatives and customers toassureproperinstallationand support ofRite-Hiteproducts is achieved. Work withengineering and operationsto improve quality andimprovethe Additional Job Information: We're looking for a Customer Service Coordinator to support our Doors product line by providing technical troubleshooting, guiding technicians and reps through installation challenges, and contributing to product reliability and customer satisfaction. This role blends hands-on problem-solving, customer communication, training, and collaboration with Engineering, Quality, R&D, and Operations to improve field performance and overall customer experience. What You'll Do Troubleshoot product issues with reps and technicians via phone, email, and onsite support Identify trends in product reliability and communicate findings to Engineering and Quality Interpret electrical schematics and mechanical drawings to support diagnostics Train technicians and customers in person and virtually Support warranty processes, including labor cost negotiation Create and update technical communications, including bulletins and installation guidance Assist with installation challenges and help design field-ready solutions Participate in new product development, beta installs, and product improvement initiatives Support R&D testing and new product introductions Inspect field returns and coordinate supplier follow-up Enter and maintain transactions within Enterprise 1 Contribute to training materials and assist with Service Schools What You'll Bring Associate degree in electronics, electromechanics, or related field; or equivalent experience 1-2+ years in customer support, field service, or electromechanical troubleshooting Ability to read and interpret electrical and mechanical drawings Strong mechanical/electrical aptitude and problem-solving skills Clear communication skills for guiding technicians remotely Ability to manage multiple priorities in a fast-paced environment Willingness to travel up to 25% + rotating after-hours support Proficiency in Word, Excel, and familiarity with ERP systems (E1 a plus) What Success Looks Like Timely, accurate technical support for reps and customers Strong partnership with Engineering, R&D, and field teams Reduced quality costs through effective troubleshooting and trend analysis Clear, consistent training and communication to the field Join us and be part of a team that values problem-solving, continuous improvement, and strong partnerships with the field. You'll have a direct impact on customer experience and the performance of industry-leading door products. Required Preferred Job Industries Other
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