Technical Service Coordinator

On-site in Charlotte, NC; Normal business hours Monday-Friday (occasional weekends/holidays)

$55-72k DOE, plus benefits

Position Overview

This is a newly created role designed to help transform and strengthen the Americas service organization as it continues to grow. We are not simply looking for someone to coordinate service activities; we are looking for someone who wants to help shape how service is delivered, how customers are supported, and how the department evolves as the business grows.

The ideal candidate is energized by building processes, solving problems, and creating order in an environment that is evolving. They understand what excellent customer service and technical support look like and are willing to challenge existing approaches to achieve better outcomes.

This individual will be comfortable operating with a high degree of autonomy, making decisions, and taking ownership of customer issues from initiation to resolution. They will not be discouraged by setbacks or imperfect processes; instead, they view them as opportunities to learn, improve, and help build something better.

Success in this role requires resilience, curiosity, and a continuous improvement mindset. The successful candidate will be willing to test new ideas, learn from failures, and help establish the tools, processes, and standards that will define the future of the Service Department.

We are seeking someone who:

• Understands what world-class customer service and technical support should look like.
• Is highly organized but also flexible and adaptable.
• Possesses strong technical curiosity and enjoys solving customer problems.
• Can confidently make decisions while knowing when to seek support or escalate issues.
• Has the courage to challenge inefficient processes and recommend better solutions.
• Is comfortable working in an environment where procedures may need to be created, refined, or improved.
• Sees obstacles as opportunities for improvement rather than reasons for inaction.
• Demonstrates resilience, persistence, and a willingness to learn through experience.
• Takes pride in helping build a scalable service organization that supports the company's long-term growth objectives.
• Thrives in a collaborative environment and is motivated by the opportunity to leave a lasting impact on both the customer experience and the future success of the business.

Professional Responsibility and Scope

The ideal candidate is a highly organized service professional who enjoys solving customer problems. They can handle routine technical issues independently, coordinating service resources efficiently, and recognizing when more advanced technical expertise is required. They act as the central hub of the Service Department, ensuring customers receive timely support while allowing field technicians and engineers to focus on complex technical challenges.

You will maintain accurate service documentation within business systems, monitor open service cases through completion, prepare service quotations and work orders, and support ongoing efforts to improve response times and customer satisfaction. This position offers significant autonomy and encourages individuals who enjoy identifying opportunities to improve workflows and establish scalable service processes.

Long-Term Professional Growth

Because this is a newly established position, you will have the opportunity to influence how the service organization evolves as the business continues to expand. Individuals who demonstrate initiative, technical curiosity, and leadership potential will have opportunities to broaden their responsibilities, contribute to strategic service initiatives, and develop their careers within a growing international organization serving critical infrastructure markets.

Skills & Qualifications

• Basic mechanical and electrical aptitude with the capacity to learn more.
• Ability to learn disinfection technology, controls, instrumentation, and service procedures.
• Ability to read and interpret basic electrical schematics, wiring diagrams, and technical documentation.
• Ability to manage multiple service requests and competing priorities simultaneously.
• Strong organizational and administrative skills.
• Strong analytical and decision-making abilities.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Strong verbal and written communication skills.

Preferred Qualifications

• 3+ years of experience in service coordination, technical customer support, field service dispatch, inside service, HVAC coordination, industrial equipment support, or a related role.
• Experience supporting industrial equipment, water treatment systems, process equipment, HVAC systems, pumps, electrical systems, automation systems, or similar technologies.
• Familiarity with PLCs, instrumentation, electrical controls, industrial automation, or building systems.
• Associate degree or technical certification in Industrial Maintenance, HVAC, Electrical Technology, Mechanical Technology, Engineering Technology, or a related field.

Role Balance:

50% Service Coordination & Administration

30% Customer Communication & Case Management

20% First-Line Technical Support & Troubleshooting