Technical Customer Support Coordinator

1. Provide 1st line remote/virtual technical support & troubleshooting as the first responder for all Pion products and associated accessories and software.
2. Operate as the direct link between Pion customers and Pion employees in all post system sale support activities, including but not limited to Customer Support Case and Work Order creation, service & parts quote creation, quote follow-up, CRM management, and process closure in the CRM.
   
   1. Must ensure all Customer Support activities are properly and efficiently recorded and updated in the CRM to ensure full visibility to the Pion business
3. Act as a critical member of the team in Standard Operation Procedure (SOP) creation, development, deployment, and maintenance.
   
   1. Standard Operating Procedure (SOP) documentation creation and maintenance in the procedure database/tools/CRM/repository
   2. Advice on all Customer Support process efficiency and effectiveness and recommend changes as required.
4. Act as a critical member of the team in the creation, development, deployment, and maintenance of all customer support training documentation
   
   1. Train field service personnel (virtually or in-person) on servicing Pion instrumentation as needed.
5. Critical member for all Customer Support Engineers (a.k.a. CSE or Field Service Engineer – FSE) parts management (identification, ordering, reconciliation, etc) activities.
   
   1. Will be responsible for parts logistics from part identification to part installation process.
   2. Will work closely with the Technical Support Specialists, CSEs, and accounts teams to ensure accurate and timely logistical processing of all parts associated with field service activities.
   3. Coordinate purchasing as needed for bin item spares to maintain field service productivity
6. Act as a liaison with R&D/Quality Management to properly report, document, process, and categorize all quality-related issues arising from the customer support field team(s).
   1. Sit in all on escalation reviews.
   2. Sit in on all RCA/NCR/technical quality review sessions as related to the field activities
7. Act as Field Service support and backup when field travel is required for personnel who are on vacation, sick or overloaded
   
   1. All field travel requests must be approved and agreed upon by the Customer Support Manager
8. Monitor, maintain, & update of monthly activity reports for the field service team as required.
9. Will be a critical member of the team that coordinates the implementation and delivery of quality Processes
10. Assist production in documenting, training, and producing (as needed) items essential to equipment sales.
11. Act as a critical member of the Facilities management team as it relates to customer support activities. – ensures that critical customer support elements of the local facility are all in good working order and follow the correct service schedules

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