Customer Success Coordinator

The Customer Success Coordinator is responsible for enabling customers to become self-sufficient in all aspects of aftermarket machine ownership. This includes service and customer relations, meeting with customers to discuss their ownership needs with a focus on proactive maintenance and executing aftermarket service strategy.

This role includes up to 40% travel; domestic and international as required

The Customer Success Coordinator performs a variety of duties, including, but not limited to:

• Directly interface with customers to identify aftermarket sales opportunities and provide proactive maintenance recommendations to improve equipment reliability and uptime
• Coordinate with Spare Parts, and Service departments to develop recommended spare parts packages based on machine configuration, usage, and lifecycle requirements
• Track machine warranty periods, service histories, and equipment lifecycle status to support proactive customer communication and future support planning
• Monitor customer equipment aging and usage trends to recommend preventive maintenance, upgrades, rebuilds, and replacement components
• Prepare quotations and recommendations for upgrades, retrofits, spare parts packages, consumables, and proactive maintenance inventory programs
• Conduct customer satisfaction surveys – or similar – to track customer perception and feedback
• Meeting with customers to discuss service needs either at SWNA or onsite at customer facility
• Complying with all safety rules and regulations
• All other duties as assigned

Qualifications & Abilities

• Strong customer service, communication, and relationship management skills
• Knowledge of aftermarket support, spare parts operations, and equipment lifecycle management
• Experience working with ERP, CRM, and inventory management systems
• Strong organizational skills with attention to detail and follow-through
• Ability to work cross-functionally with sales, engineering, service, and supply chain teams
• Problem-solving mindset with the ability to manage customer concerns professionally and efficiently
• Technical understanding and ability to read and understand e-drawings, hydraulic and pneumatic drawings
• German speaking ability preferred but not required
• A valid Driver’s License
• A valid Passport
• Ability to read, write, and speak English

Work Environment & Physical Requirements

• Primarily works in an office setting on a regular basis, with the potential to work in an industrial environment occasionally
• Requires ability to sit or stand for an extended period of time

Classification & Compensation

• The position is full-time, permanent and non-exempt from FLSA overtime requirements
• The pay range varies, depending on experience, skills, abilities, and length of service with the company