Services and Solutions Center Coordinator - Rochester Hills, MI

Overview

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: 2119 Austin Ave, Rochester Hills, Michigan 48309

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

• 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 of materials (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 escalade 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.

• 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.

• 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,…