Chromascan Field Support Coordinator

Job Purpose

As part of the Americas Chromascan Team, the Field Support Coordinator serves as the primary point of contact for operators and distributor site management across the region. The role is central to the smooth running of the Chromascan Operations (CO), combining frontline helpdesk triage, user training, and distributor liaison with structured oversight of regional BI dashboards, site profiles, and operational KPIs.

Beyond day-to-day support, the role takes ownership of equipment service tracking, training records, and SOP maintenance. It also leads claims and complaint investigations, contributes to field inspections, site audits, and repairs, and supports related purchasing activities — making it a key enabler of operational quality and capacity throughout the Americas.

Key Responsibilities

Technical Support & Field Operations

• Serve as the first point of contact for Level 2 equipment and IT issues; resolve all Level 1 software and hardware issues and document outcomes in the helpdesk tracker in collaboration with the Operations Specialist.
• Support field auditing processes for Chromascan Operations (corporate and third-party), including scoring, reporting, and action plan tracking.
• Facilitate the formulation of the software update program, with particular focus on third-party sites.

Data, Reporting & Process Management

• Maintain all BI dashboards, site intelligence trackers (including spare parts stock), and site service schedules.
• Perform regular reviews and updates of CO Standard Operating Procedures and associated documentation, including Operator Training Matrices and Equipment Health Cards.
• Assist with Case Management as investigator and drafter of Root Cause Analysis (RCA) reports on behalf of the team.

Distributor & Site Support

• Act as the sole point of contact for order processing, covering tint room supplies, production equipment, IT equipment, and miscellaneous site requirements.
• Assist Chromascan Distributors with order management and semi-annual production reporting.
• Support new site setup processes, including location registration, IT prerequisite checks, and software deployment.

Level Of Autonomy

The Field Support Coordinator is expected to work with a meaningful degree of independence, organizing their own workload and making informed, reasoned decisions within company guidelines. Key areas of empowered responsibility include:

• Critically supporting regional Chromascan projects in alignment with Corporate Strategy, without requiring day-to-day supervision.
• Delivering effective training and timely tooling to Chromascan users across the Americas, upholding quality standards and enabling capacity growth throughout the region.
• Ordering supplies, parts, and spares as required to maintain business continuity.
• Preparation and circulation of 8D claim/complaint investigation reports.
• Serving as deputy to the Operations Specialist, stepping in to ensure continuity of service across the team’s full scope of responsibilities.

Job Requirements

Education & Experience

• Technical education in IT, Business, Physics, or Chemistry (Associate’s degree minimum).
• 1–2 years of project management and cross-functional project experience required.

Technical Skills

• Proficient in MS Office applications; strong working knowledge of BI and reporting tools.
• Familiarity with Project Management tools and Visio or mapping/CAD software (CAD preferred).
• Basic knowledge of IT databases, with SQL experience particularly valued

Personal Attributes & Interpersonal Skills

• Effective communication skills — written, verbal, and presentation — with the ability to engage effectively across multiple levels and functions, including customers.
• Initiative-taking and enthusiastic, with a strong safety mindset.
• Collaborative team player with experience in service-based operations (desirable).
• Adaptable and solutions-focused, with a practical approach to problem-solving.

Other Requirements

• Ability to travel internationally (Canada and Mexico on an occasional basis).
• Working knowledge of Spanish required; fluency preferred.

Total Compensation

• The salary range for these skills is $75,000 to $ 88,000 + a 5% annual bonus.
• Excellent Medical Insurance with HSA.
• Dental, Vision, Life, and AD&D benefits.
• 401 (k) retirement savings with a 6% company match.
• Generous vacation, sick, and holiday pay.
• Paid Parental leave.
• Active Diversity & Inclusion Networks.
• Career growth opportunities on a regional and global scale.
• Tuition Reimbursement.