Service Coordinator

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

Service Coordinator

Job Description

Are you passionate about delivering first-class customer support and solving technical challenges with a friendly, professional approach? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new Customer Service Support Level 1 Agent , you'll be serving as the first point of contact for customers via phone, email, and chat — resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

This position reports directly to our Head of Service&Solutions Support Americas and will operate in Apodaca, NL facility daily.

Please note that relocation for this position cannot be supported, and qualified candidates must have authorization to work in Mexico without support.

What you will be doing

As a key part of the Customer Service Support Centre team, you'll create impact by delivering exceptional customer experiences that drive satisfaction, loyalty, and seamless service delivery across every interaction.

Your main responsibilities include:

• 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

What makes you a great fit

Above all, you're a customer-focused communicator with technical aptitude, strong problem-solving skills, and the ability to stay composed under pressure while delivering outstanding service. We'd also imagine that you are/have:

• 1-3 years of telephone-based customer service or support experience

• Technical diploma or Bachelor's degree in Engineering or a related field

• Proficiency in MS Office, SAP, ticketing systems, and phone systems

• Fluent in spoken and written English

• Knowledge of French, and/or Portuguese

It's a plus if you also:

• Experience with troubleshooting technical products or equipment

• Familiarity with CRM platforms such as SAP C4C or similar ticketing systems

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.

• Annual bonuses, health insurance and a strong focus on well-being activities.

• Three days' additional paid leave for volunteering.

• On-demand training and structured development programmes to support your growth.

Valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.

Information at a Glance

Job details

Workplace: Onsite Position

Job Location: Apodaca, Nuevo León, Mexico

Contract Type: Full-Time

Employment Type: Regular