Service Support and Training Coordinator

Copeland • Cudahy, WI

3d

About The Position

Reporting to the Lifecycle Services Manager, the Service Support & Training Coordinator supports the timely delivery of service solutions to customers and field personnel. This role oversees field service documentation, routing of completed field work, recordkeeping, and coordination of customer training events. The position requires strong attention to detail, sound judgment, and a process-driven approach focused on consistency and continuous improvement.

Requirements

• High school diploma and at least three years of experience in customer service, project coordination, service coordination, training coordination, or a related manufacturing environment.
• Strong communication, organization, and time management skills.
• Proficiency with Microsoft Office (Word and Excel).
• Ability to travel up to 5%.
• Fluency in written and spoken English.
• Authorization to work in the United States without sponsorship.

Nice To Haves

• Associate degree in Business Administration or a related field.
• Experience with industrial refrigeration, chillers, HVAC, or gas compression systems.
• Experience supporting fleet operations for field service teams.
• Familiarity with basic machine shop equipment, hand tools, and industrial repair practices.
• Spanish language skills.

Responsibilities

• Provide responsive, professional support to customers and internal stakeholders.
• Manage incoming service calls and emails from customers and internal teams.
• Coordinate customer training events at Vilter facilities and onsite locations.
• Serve as a central point of contact for service-related communication across customers, site contacts, technicians, and internal departments.
• Prepare service estimates; support order entry, inventory transactions, and tooling coordination for field technicians.
• Follow up with internal teams to track and resolve pending or late orders.
• Maintain control and organization of field service documentation and forms.
• Maintain working knowledge of department and field service processes.
• Ensure compliance with import/export requirements for international service shipments.
• Track and maintain technician records, including certifications, compliance documentation, and training history.
• Review service reports for accuracy; escalate relevant recommendations or concerns to leadership and project stakeholders.
• Capture and document field-identified issues, including warranty and quality matters, for appropriate follow-up.
• Maintain accurate digital job files for all service work.
• Partner cross-functionally to support procedural improvements that enhance customer satisfaction.
• Provide guidance and training on service administration processes, including order entry, transactions, returns, receiving, and shipping.
• Follow all company and regulatory requirements related to safety, health, and environmental standards.

Benefits

• Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more.
• We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED