Software Support Coordinator

Reports to

Director of Technology

Supervisory Responsibilities

• None

Job Description

As the Software Support Coordinator at PWI, you support the internal software team by organizing requests, coordinating priorities, and ensuring users are supported in adopting new systems. PWI develops internal software tools that support engineering, sales, production, and operations. This role helps ensure those systems remain organized, well-documented, and effectively supported. Your focus is on issue intake and triage, team coordination, and product adoption support to keep workflows efficient and communication clear across departments.

Responsibilities

Issue Intake & Triage

• Serve as the first point of contact for internal software issues and requests.
• Review, clarify, and document issues to ensure they are actionable and well-defined.
• Prioritize requests based on urgency and operational impact.
• Resolve basic Level 1 issues such as usage questions, configuration fixes, and light troubleshooting.
• Coordinate more complex issues with appropriate team leads once clearly documented.

Scheduling & Team Coordination

• Support the Director of Technology in organizing approved work and maintaining realistic schedules.
• Coordinate scope clarification and effort estimates with team leads.
• Help maintain organized tracking of projects, priorities, and commitments.
• Schedule and organize team meetings as needed.

Product Adoption & Training

• Support rollout of new or updated internal software tools.
• Follow up with users to ensure understanding and adoption.
• Gather user feedback and identify areas of friction.
• Coordinate creation and maintenance of training materials and documentation.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Character

• Organized and detail-oriented
• Calm under competing priorities
• Service-minded with a desire to support others
• Strong communicator, both written and verbal
• Dependable with consistent follow-through

Education or Experience

• Experience in operations, coordination, project support, or a similar role preferred.
• Strong general computer skills and ability to learn new systems quickly.
• Technical or software development exposure preferred but not required.

Other Skills & Abilities

• Strong written documentation and note-taking skills.
• Ability to prioritize and manage multiple requests.
• Comfortable working across departments and facilitating communication.

Physical Abilities

• Must be able to sit and work at a computer for extended periods of time.
• Frequently required to communicate with internal team members in person and digitally.

Cognitive and Communication Abilities

• Able to organize complex information clearly and accurately.
• Able to communicate technical topics in understandable terms.
• Able to apply judgment when prioritizing competing requests.

Location & Schedule

• Willing to work on-site at PWI in Nappanee, Indiana
• Full-time, Monday–Friday, 7:00 AM – 4:00 PM

Job Details and Benefits

• Positive work environment where culture and Core Values are the highest priority
• Full-Time status with potential for overtime
• Paid time off, with up to 3 weeks paid vacation with tenure
• 401k retirement plan with up to 4% company match
• Employer-sponsored individual health insurance, with options for dental and vision
• Health reimbursement account (HRA)
• Wellness Reimbursement
• Paid birthdays off and 7-years employed all-inclusive vacation package

 

QUESTIONS?

Contact:

Austin Beachy | Human Resources Director

Email: careers@pwi260304.touchdowntech.dev

Phone: (574) 646-2015