Technical Support Coordinator

The Technical Support Coordinator at APT Manufacturing Solutions manages day-to-day technical support for customers, distributors, and internal teams. This onsite role focuses on coordinating support requests, routing issues to the right resources, maintaining complete documentation, and supporting consistent customer experience through timely resolutions.

Key Responsibilities

• Act as the primary point of contact for incoming technical support requests.
• Review customer-reported issues and determine the appropriate support path.
• Route support requests to the appropriate technician, engineer, distributor, or department.
• Monitor open support cases to help ensure timely follow-up and resolution.
• Maintain professional, effective communication with customers and distributors throughout the support process.
• Decide whether requests should be handled by company personnel, distributors, or other support resources.
• Evaluate requests for warranty eligibility, billable service status, and distributor responsibilities.
• Coordinate support priorities and allocate resources to improve response effectiveness.
• Ensure all support interactions are documented accurately and completely within company systems.
• Create and maintain troubleshooting guides, service procedures, and technical support documentation.
• Develop customer-facing and distributor-facing how-to instructions for machine maintenance, repairs, and component replacement.
• Maintain a knowledge base of common service issues and solutions.
• Identify recurring support issues and recommend corrective actions.
• Develop training materials and programs for distributor service technicians.
• Coordinate and conduct technical training sessions as needed.
• Partner with engineering and service personnel to keep distributor training materials current and effective.
• Support consistent support practices across the distributor network.
• Prepare quotations for spare parts and support-related services.
• Process spare parts orders and coordinate order fulfillment activities.
• Assist with warranty claims and service billing documentation.
• Maintain accurate support-related records, quotes, and transaction documentation.
• Track support metrics and identify opportunities to improve response times, documentation quality, and customer satisfaction.
• Recommend process improvements to enhance the effectiveness of the technical support function.
• Assist in developing support standards and best practices.

Requirements

• Associate or bachelor’s degree in technical, engineering, business, or equivalent industry experience.
• Experience in technical support, customer service, industrial equipment, manufacturing, service operations, or a related field.
• Strong organizational and coordination skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities and follow issues through to resolution.
• Experience creating technical documentation and training materials preferred.
• Understanding of industrial machinery, manufacturing equipment, or technical systems preferred.
• Proficiency with Microsoft Office and ERP/CRM systems preferred.

Tools and Technologies

• Microsoft Office
• ERP/CRM systems
• Office tools such as PC, email, calendar, and virtual meeting software
• ERP tools such as quoting, processing orders, and service calls
• Understanding of robots and industrial technology

Work Location and Travel

This position is onsite in Hicksville, OH. Alternating long periods of sitting, standing, walking, or talking are required. Travel may be required.

Relocation and Commute

• Ability to commute: Hicksville, OH 43526 (Required)
• Ability to relocate: Hicksville, OH 43526 (Relocate before starting work, Required)

Benefits

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

Job Type

Full-time