Customer Operations & Installation Coordinator

About the role

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• Customer Operations & Installation Coordinator
• Location: Los Alamitos, CA, US
• Requisition ID: 10559

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.
• Proficiency in Microsoft Excel, with the ability to organize and work with data, prepare routine reports, and perform basic analysis to identify discrepancies or potential data issues.
• 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.

Employee Benefits

• In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you’ll also enjoy a variety of attractive, industry-leading benefits.
• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!

• The starting hourly base pay for this role is between USD $26.54 and $34.82 (equivalent to $55,203 to $72,425 per year based on 2,080 hours).
• Please note that this position’s salary range may include multiple levels.
• The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• The base pay range is subject to change and may be modified in the future.