Customer Service & Technical Support Advisor

Grundfos; Apodaca; On-site; MXN 257,000 - 312,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

Parental support

Home working opportunities

Flexible hours

Volunteer leave

Job summary

Grundfos is seeking a Service Coordinator to serve as the first point of contact for customers by phone, email, and chat. You will resolve inquiries, process service orders, and provide technical guidance to ensure fast, accurate support for Grundfos products and services.

You will work under the Head of Service & Solutions Support Americas at the Apodaca, NL facility, with clear SLAs, a collaborative environment, and opportunities for growth within a diverse team.

Qualifications

• 1-3 years of telephone-based customer service or support experience.
• Technical diploma or Bachelor's degree in Engineering or related field.
• Proficiency in MS Office, SAP, ticketing systems, and phone systems.
• Fluent in spoken and written English.
• Knowledge of French, and/or Portuguese.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a friendly and competent manner, providing professional assistance on products, service appointments, spare parts, and troubleshooting.
• Create, manage, and close customer request tickets and service orders in C4C and SAP in accordance with defined SLAs.
• Handle pricing, literature, and appointment requests while leveraging Grundfos troubleshooting tools to resolve issues efficiently.
• Track all calls, resolutions, and customer interactions accurately in Grundfos IT systems following required standards.
• Collaborate with internal and external service/sales teams, coordinators, and operations teams to ensure seamless customer support.

Skills

Customer service experience

Technical aptitude

English proficiency

Education

Technical diploma or Bachelor's degree in Engineering

Tools

MS Office

SAP

Ticketing systems

Phone systems

Job description

Grundfos is seeking a Service Coordinator to serve as the first point of contact for customers by phone, email, and chat. You will resolve inquiries, process service orders, and provide technical guidance to ensure fast, accurate support for Grundfos products and services.

You will work under the Head of Service & Solutions Support Americas at the Apodaca, NL facility, with clear SLAs, a collaborative environment, and opportunities for growth within a diverse team.