Software and Hardware Support Coordinator at Standard Textile Co., Inc. in Cincinnati, Ohio

Job Description:

Standard Textile has been inspiring care, comfort, and change in our communities since 1940. While our business is creating innovative textiles, it's our purpose that guides the solutions we offer and drives how we treat our customers, our associates, and the impact we make in our communities. We hold ourselves to a higher standard. A higher standard for why we exist, for how we create, and for what's next.

The Software and Hardware Support Coordinator is responsible for coordinating various internal operations that support Standard Textile's Consultative Services Department and ControlTex Textile Management Software. This role also includes supporting customers through mobile hardware device setup, testing, troubleshooting, and managing the customer hardware exchange program. The Coordinator will deliver excellent service to leadership, internal partners and customers.

Key Responsibilities include:

• Create, track, and log contractual agreements


• Manage customer hardware exchange program


• Quote, purchase, set up, ship, maintain, test, and troubleshoot hardware


• Invoice all customer fees and log in database


• Maintain accuracy of internal department databases


• Answer Help Desk calls, log issues, and disseminate to technicians. Oversee distribution, tracking, and recording of customer satisfaction surveys


• Monitor compliance with hardware policies, customer agreements, and software engagement using Mobile Device Management (MDM) system. Send periodic exception reports to internal partners


• Assign and maintain passwords for access to our educational website


• Plan and oversee educational seminars

Supporting KPIs:

• Create/process agreements within 24 hours of request/receipt


• Maintain customer exchange program with 24-hour turnaround


• Increase revenue by timely completion of customer invoicing (monthly/annually/ad hoc)


• Provide monthly reports detailing purchased, shipped, returned, and damaged hardware


• Monitor customer software engagement & provide periodic reports to internal teams

Qualifications include:

Education/ Experience:

• Required: High School Diploma


• Preferred: Associate or bachelor's degree or mobile hardware-related experience


• Required: 1+ year database management & coordinating contracts


• Preferred: Prior experience in customer service and with mobile handheld devices

• Required: Good communication, organizational skills; attention to detail; proficient in MS Office products; strong organizational skills; sense of urgency


• Preferred: Ability to multi-task and work in a team environment; excellent customer service skills; familiar with Mobile Device Management solutions

• Required: Possible transport and shipment of lightweight hardware devices

Proudly, Standard Textile has earned a title of US Best Managed Company for the fourth year running, an honor awarded by Deloitte Private and The Wall Street Journal, celebrating the exceptional achievements of American private companies and their management teams.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join us!