Services and Solutions Center Coordinator - Middleburg Heights, OH

GCG Automation & Automation Factory Solutions is currently seeking a Services & Solution Center Coordinator to join our growing Field Services team!

In this operationally focused, detail-driven role, you’ll serve as a critical coordination point between customers and internal teams, ensuring service projects and Solution Center assemblies move forward accurately and efficiently. Working closely with field service, engineering, sales, and customer service teams, you’ll manage ticket intake, quoting workflows, order conversions, and system updates that keep projects on track. This role is ideal for someone who thrives in a structured environment, values precision, and takes pride in executing complex processes correctly the first time.

This role offers a Hybrid schedule after training, allowing you to work from home 1-2 days a week. 

Location: 6950 Engle Road, Middleburg Heights, Ohio 44130

Schedule: Monday-Friday, 8:00 am to 5:00 pm

What You’ll Do

• Organize and manage tickets through our ticketing system (Zendesk) for Service and Solution Center requests with a high level of accuracy and follow-through

• Serve as a liaison between customers and internal teams to ensure timely, professional responses to inquiries and requests

• Process new quote requests, including obtaining bills ofmaterials (BOMs) from customers or sales team members

• Partner with engineering to assist with BOM creation and technical clarification when required

• Identify service projects requiring external work and support proposal development as needed

• Categorize Solution Center projects for in-house assembly or coordination with external partners

• Create assembly numbers and populate assemblies in internal systems with initial engineering review

• Monitor quote and order status, providing clear updates to customer service, sales, and customers

• Ensure accurate conversion of orders from Service PRO into the P21 ERP system

• Independently resolve basic conversion issues and escalate complex requirements to engineering or management

• Process invoicing for completed service orders in P21

• Create and manage assemblies in P21 while reviewing part lead times to proactively identify potential delays

• Coordinate substitute parts or alternatives with engineering or Account Executives when extended lead times arise

• Communicate order status, part availability, and timing expectations to internal stakeholders and customers

• Maintain accurate, complete, and timely system entries and documentation across all platforms

• Escalate complex or high-impact issues when appropriate to ensure service commitments are met

• Identify opportunities for process improvement and participate in ongoing self-development

• Perform other duties as assigned

What You’ll Bring

• High school diploma or equivalent; associate’s degree preferred (or equivalent experience)

• 2+ years of experience in customer service, order management, service coordination, or project coordination

• Experience working with ERP systems (Epicor P21 strongly preferred)

• Experience using ticketing systems such as Zendesk or similar platforms

• Understanding of assemblies, BOMs, and technical or service-driven workflows

• Proficiency with Microsoft Office and the ability to learn multiple business systems

• Strong written and verbal communication skills

• Exceptional attention to detail with strong organizational and follow-through skills

• Ability to manage multiple priorities in a deadline-driven, operational environment

• Customer-focused mindset with practical problem-solving abilities

• Ability to work effectively in a cross-functional, team-based environment

What We Offer

• Competitive hourly pay

• Comprehensive Health Coverage: Multiple medical plan options (CDHP and PPO) to get you the coverage you need
• Robust Financial Security: Company-paid life and disability insurance, 401(k) with company match, plus options for supplemental critical illness, accident, and hospital indemnity plans
• Generous Time Off: PTO plan with paid holidays, paid parental leave, and paid compassionate care leave to support personal well-being and family needs
• Wellness & Support Programs: Employee Assistance Program (EAP), wellness incentives, and telehealth access 
• Extras That Matter: Dental and vision plans, FSAs/HSAs with company contributions, pet insurance, legal services, and ID theft protection for peace of mind
• An employee-centric company that values and truly appreciates our most important asset: You!

About GCG Automation & Factory Solutions

GCG Automation & Factory Solutions is dedicated to advancing the growth of automation and factory solutions across key verticals in North America. With a comprehensive product and service offering that spans the entire automation value chain, our customers trust us as a reliable partner to meet their diverse needs. Our strength lies in our deep technical expertise and specialized knowledge of the products we offer. This enables us to support customers in deploying and delivering high-quality, efficient solutions tailored to their specific requirements. Our commitment to providing an exceptional customer experience—marked by responsiveness, reliability, and personalized service—sets us apart as the supplier of choice in the industry.

GCG is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.

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