Service Operations Specialist
hace 4 días
Job Summary
\We are seeking an experienced Service Operations Specialist to join our team. The successful candidate will be responsible for driving customer satisfaction through the service team and monitoring service delivery through reporting metrics.
\About Us
\Grundfos is one of the world's leading water technology companies with more than 19,000 employees in over 60 countries worldwide. Our mission is to pioneer solutions to the world's water and climate challenges and improve the quality of life for people.
\Key Responsibilities
\- Build solid and productive relationships with customers, technical service teams, product functions, and sales teams.
- Manage service departmental metrics and continuously monitor service levels.
- Oversee and manage the service administration and phone technical support teams.
- Ensure all customer requests are responded to in a timely and efficient manner.
- Handle escalated telephone calls and contacts from customers who are unsatisfied with our level of service or wish to escalate the nature of their request.
- Drive customer complaints to satisfactory resolution.
- Work with Service Managers on refining administration procedures and protocols.
- Responsible for the preparation and distribution of service financial reporting.
- Ensure sufficient training for Service Team members on departmental procedures and protocol.
- Interact with departmental functions to ensure service excellence and timely response to all requests.
- Provide support to the Technical Service Leadership team through the development and presentation of statistical performance reporting on a monthly basis or as required.
- Oversee routine day-to-day service admin activities (phone calls, orders, customer requests) as part of their daily activities.
- Drive continuous improvement in the warranty parts replacement process.
- Maintaining and allocating service stocks, including creating new spare parts onto SAP system and maintenance of material list pricing.
- Maintenance of Installed Base.
- Maintenance of Service Maintenance Contract.
- Responsible for personal and safety of others in accordance to Workplace Health and Safety Act.
- Liaising with service staff and contractors regarding any on-site scope of work.
- General administrative duties such as debtors follow up, issuing Purchase Orders (PO), invoicing, and delivery schedule.
- Manage Approved Service Provider agreements (ASPs) and coordinate training and certification.
- Oversee spare parts administrative function in coordination with 1Office Manager.
- Oversee online Tech Support Function, process, and workflow.
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