Service Coordinator

Grundfos is seeking an experienced Service Coordinator to join its Service Mexico, Central America & Caribe team. The Service Coordinator will be responsible for driving customer satisfaction through the service team and monitoring service delivery through reporting metrics. This position reports directly to the Head of Service Delivery and will operate daily out of the Apodaca, NL - Mexico facility. Relocation for this position cannot be supported.**Why Grundfos?**At Grundfos, we dare to do things that others cannot or dare not do. Our skills commit us to pioneer solutions to the world’s water and climate challenges and improve the quality of life for people. We believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.**What is the job about?**- Build solid and productive relationships with customers, technical service team, product and sales functions- 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 & protocols.- Responsible for the preparation and distribution of service financial reporting.- Ensure sufficient training for Service Team on departmental procedure 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 allocation of service stocks, including the creation of 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**What do you need to apply?**- Proficient in MS Office, especially MS Excel.- Analytical mind with good organizational and planning skills.- Resourceful, customer-oriented with good interpersonal and communication skills.- SAP competency (can be trained).- Intermediate English**We look forward to hearing from you.****About Grundfos**Grundfos is one of the world’s leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.**An inclusive team**If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners - however you identify and whatever your background is.