Equipment Service Coordinator - Cyrel(R) North America

At DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it’s providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers Position Summary The Service Coordinator leads regional equipment service operations across the United States and Canada, ensuring customers receive timely, effective, and technically sound support throughout the equipment lifecycle. This role oversees a team of field service technicians, drives service execution and resource coordination, and serves as the primary escalation point for complex technical issues, customer concerns, and cross-functional equipment support. The Service Coordinator plays a critical role in maximizing equipment uptime, customer satisfaction, and service excellence.

Lead, coach, and support a team of 20 field service technicians across the United States and Canada, ensuring work is prioritized, executed safely, and aligned with customer and business needs. Oversee service operations for more than 200 customer machines, including preventive maintenance, emergency response, installations, de-installations, service contracts, and technical follow-up. Provide advanced remote diagnostics, troubleshooting, and escalation support to minimize downtime, accelerate issue resolution, and reduce unnecessary field dispatches. Coordinate service scheduling, parts procurement, quotations, work order execution, customer communications, and follow-up activities to deliver a best-in-class service experience. Serve as the primary escalation point for complex equipment issues, recurring failures, customer concerns, and regional service strategy. Partner with third-party service providers, equipment manufacturers, and internal technical teams to analyze issues, develop solutions, and drive resolution. Support machine refurbishment programs by identifying candidate equipment, coordinating rebuild priorities, and collaborating with warehouse and refurbishment teams. Maintain laboratory and demonstration equipment, performing hands-on technical work as needed to support testing, training, and customer demonstrations. Collaborate closely with sales, applications, product management, and project teams throughout the equipment lifecycle, from pre-installation planning and commissioning through ongoing service support. Analyze service trends, equipment performance, recurring issues, and technician feedback to identify reliability improvements and drive continuous improvement initiatives. Support technical upgrade, retrofit, and reliability programs through effective resource planning and implementation of manufacturer-recommended improvements. Ensure service documentation, customer communications, and internal records are accurate, timely, and complete.

Bachelor's degree in Engineering, Industrial Technology, Printing Technology, or a related technical discipline preferred; equivalent experience will be considered. Minimum of 10 years of experience in flexographic printing, platemaking, industrial equipment service, or a related technical service environment. Hands-on experience installing, maintaining, troubleshooting, and repairing industrial equipment in a customer-facing environment. Demonstrated success leading field service teams, coordinating resources across multiple locations, and managing competing priorities. Strong knowledge of preventive maintenance, equipment reliability, spare parts management, breakdown response, and customer service operations. Proven ability to diagnose and resolve technical issues remotely using diagnostic tools, service history, customer input, and equipment data. Excellent written,