Technical Customer Service Coordinator I

Position Summary:

Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third-party products to efficiently resolve warranty and non-warranty service requests. This role serves as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities, accurate documentation, and cost-effective solutions that support customer satisfaction and operational excellence.

Key Responsibilities:

• Coordinate service technician schedules, prioritize work orders, monitor job status, maintain records, and communicate with customers and field staff to ensure timely service delivery
• Develop and maintain product knowledge to serve as a technical resource in installation, programming, and equipment protocol and designated third party products and services
• Respond to technical service inquiries from customers in a timely fashion via phone, email, and ticketing system
• Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and third-party products and services provided by AHT
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
• Monitor and update customer 3rd party service portals (Service Channel)
• Review store prints, diagrams, and specifications
• Collaborate with contractors to ensure store meets operational standards
• Perform system modifications and/or software and parameter updates, as needed
• Escalates more complex inquiries to a higher-level support team member
• Understand and enter parts orders in Zoho system
• Perform unit testing, monitoring, troubleshooting on returned units to assist quality with root cause diagnosis
• Evaluate, approve, or dispute contractor requests to exceed authorized Not-to-Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and aligned with company standards and budget requirements
• On-call weekend phone monitoring rotation
• Performs other duties as directed