Technical Support & Service Coordinator

Quick Facts

• Role focuses on coordinating the full lifecycle of service requests and delivering smooth customer support worldwide.

Description

You will act as the first contact for customer requests, manage ticketing from intake to resolution, and coordinate service engineers for SLA-compliant responses and resolutions. The role also covers SLA monitoring and reporting, service logistics (on-site visits, travel and safety formalities), and RMA/spare-parts administration. Additionally, you will maintain service documentation and handle administrative tasks such as service contracts, warranties, and purchase orders.

Responsibilities

• Customer support coordination: ticket intake, classification, prioritization, dispatch to service engineers, customer status updates, escalation management, and post-resolution satisfaction + billing inputs
• SLA monitoring and reporting: track response/resolution times, maintain service records database, produce statistics/KPIs, and identify recurring technical trends
• Service logistics: plan on-site interventions, coordinate travel/visits and required access/safety permissions, manage RMA and returns, oversee spare parts and serial numbers
• Administration and contracts: manage service agreements, guarantees and warranty timelines, process purchase orders, and develop internal knowledge base and service documentation

Requirements

• Prior experience in customer service, technical support, help desk, or service/operations coordination
• Very good English (daily written and spoken communication with international customers and an Israeli team)
• Excellent organizational skills; ability to prioritize and follow through
• Technical insight to understand HW/SW support processes
• Ticketing system experience (e.g., Jira, ServiceNow); ERP tools experience is an advantage
• Proactive, independent, and customer-focused approach

Benefits

• Work on unique simulation products
• 5 weeks of vacation plus up to 5 additional days
• Flexible working hours and occasional home office
• Meal allowance
• Budget for team activities and teambuilding
• Discounted mobile plans
• Friendly, informal environment in a modern Brno R&D center