Customer Operations & Installation Coordinator

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world.

The Commercial Customer Operations & Installation Coordinator serves as the central operational point of contact for Epson's Commercial & Industrial businesses, providing end-to-end coordination and support across Sales, Service, Logistics, Finance, and Customer Operations. This role is a central point of contact responsible for managing customer onboarding, installation coordination, ongoing account support, operational communications, billings and service administration to ensure a seamless customer experience throughout the entire customer lifecycle.

Working closely with internal stakeholders and external customers, the coordinator drives operational excellence by managing multiple concurrent projects, supporting national account rollouts, maintaining accurate customer data, monitoring service performance, and proactively resolving issues to support business growth and customer satisfaction.

This position is based out of Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

What You Will Bring:

Customer & Account Support

• Serve as the primary operational liaison for Commercial & Industrial installation customers, providing timely, professional support for sales, service, logistics, and operational inquiries.
• Manage customer onboarding activities, including account creation, system configuration, billing setup, and maintenance of accurate customer records across Epson systems.
• Maintain ongoing customer account information, ensuring data integrity across SAP, Epson Portal, CRM, and other business systems are current.
• Coordinate customer communications throughout the sales, installation, and post-installation lifecycle to ensure an exceptional customer experience from Epson.
• Supports Sales as needed on customer welcome calls, follow-up communications, and customer satisfaction surveys for new installations while identifying opportunities for continuous improvement.

Project Coordination

• Coordinate new implementations, equipment deployments, and large-scale project rollouts from order receipt through successful installation.
• Facilitate internal collaboration between Sales, Service, Logistics, and Finance, to ensure customer expectations and project milestones are achieved.
• Prepare, validate, and distribute installation documentation including site surveys, purchase documentation, maintenance agreements, and customer onboarding packages.
• Monitor project status, proactively identify risks or delays, and communicate updates to all stakeholders.

Service & Logistics Support

• Coordinate end-to-end installation scheduling and commissioning activities for Commercial & Industrial customers.
• Partner with Service teams to schedule resources, support dispatch activities, and ensure timely completion of installations and service requests.
• Review and monitor operational tracking reports, installation schedules, remote monitoring tools, and service performance dashboards.
• Coordinate CPP (cost per page) collection activities and support accurate customer billing processes.
• Assist in resolving operational issues by collaborating with Service, Logistics, Technical Support, and external service providers.

Operational Excellence

• Partner with Sales to support the preparation, collection, review and maintenance of customer
• documentation including contracts, maintenance agreements, etc.
• Supports compliance with Epson policies, procedures, and contractual requirements by
• coordinating required documentation and following established business processes.
• Identify opportunities to improve operational workflows, enhance customer experience, and
• increase process efficiency through continuous improvement initiatives.
• Maintain operational tracking documents, databases, and reporting tools to support project visibility, service delivery, and business performance.
• Assist with development and standardization and documentation as business processes evolve.

Cross-Functional Collaboration

• Develop strong working relationships across Sales, Service, Sales Operations, Logistics, Legal,
• Finance, Credit, Customer Administration Services (CAS) and external customers.
• Communicate effectively across multiple departments to ensure alignment on customer priorities, project timelines, and service delivery.
• Support departmental initiatives and special projects that contribute to business growth and operational efficiency.

What You Will Bring

• Strong organizational and project coordination skills, with the ability to manage multiple customer implementations, priorities, and timelines simultaneously.
• Experience supporting customer onboarding, account management, or business operations, with a focus on delivering a seamless customer experience throughout the customer lifecycle.
• Excellent communication and relationship-management skills, with the ability to collaborate effectively with customers and cross-functional partners across Sales, Service, Logistics, Finance, and other business functions.
• Strong attention to detail and experience maintaining accurate customer information, documentation, tracking tools, and operational records across business systems.
• Ability to proactively identify project risks, resolve operational issues, and keep stakeholders informed to support successful customer implementations and service delivery.
• A customer-focused, responsive approach combined with accountability, sound judgment, and consistent follow-through.
• A continuous-improvement mindset with the ability to identify opportunities to streamline workflows, improve processes, and enhance the customer experience.