Customer Support Coordinator

About us

Sandvik Intelligent Manufacturing is on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain – from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software, with a global footprint and over 400,000 software licenses, we have a unique foundation to build on. Read more about us here.

This position will support the SigmaNEST Business Unit within the SMF portfolio.

SigmaNEST is a leading provider of innovative end-to-end CAD/CAM software solutions to help professional fabricators increase ROI by optimizing material utilization, machine motion, manpower, and data management.

About the Role:

We are seeking a detail-oriented and customer-focused Customer Support Coordinator to support our Technical Support department. This role will serve as the first point of contact for incoming support inquiries, directing phone traffic efficiently, monitoring the support inbox, and creating support cases to be assigned by the Technical Support Manager. The ideal candidate is organized, professional, and comfortable working in a dynamic environment with shifting priorities.

📍This position is an onsite role located in Cincinnati, Ohio.

Key Responsibilities:

• Answer and route incoming phone calls to the appropriate Technical Support

team members.

• Provide callers with basic information or guidance when appropriate.

• Monitor the support inbox and acknowledge emails promptly.

• Create and log support cases in the system based on phone and email inquiries.

• Escalate urgent or high-priority issues to the Technical Support Manager

immediately.

• Collaborate with the Technical Support Manager to prioritize and assign cases.

• Maintain accurate and organized records of call logs and email communications.

• Assist with administrative tasks and customer communications.

• Inform customers about the support resources available, such as Connect, Copilot,

and the Knowledgebase.

Qualifications:

• Prior experience in customer service, administrative support, or similar role preferred.

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

• Ability to multitask and manage time effectively in a dynamic environment.

• Familiarity with phone systems, outlook, and Microsoft products.

Key Competencies:

• Professional phone etiquette

• Clear and effective communication

• Reliability and punctuality

• Customer-first mindset

• Team collaboration

• Problem-solving approach

Work Environment:

• Primarily office-based or remote, depending on business needs

• Standard working hours with occasional flexibility as needed