Customer Service Support Engineer

Jobinhalt

About Our Company

With over 17 million pumps produced annually and over 19,000 employees in more than 56 countries, Grundfos is today one of the world’s leading manufacturer of pumps and pumping systems. Our products satisfy the markets’ needs for effective, reliable, and highly efficient solutions. We contribute to global sustainability by pioneering water technologies that improve the quality of life for people and care for the planet.

Why Grundfos?

• Global values-driven organization
• Great team culture and positive work environment
• Wide range of employee benefits
• Access to extensive internal training with global career development opportunities
  

Purpose of the Job

Dealing with (pump) repair requests from customers (by telephone, in writing, and face to face.) and taking care of correct administrative processing and communication trend. Applying professional knowledge builds trust with customers, sales, service delivery team, and contractors, etc. Handling correspondence and other matters, including customer questions, complaint handling and documentation and administration regarding correct handling of the question and associated invoicing.

Key Accountabilities

• Pre-Sales Engineer (PSE) supports sales productivity and deal flow by securing the “technical close” in complex solutions.
• Offers quotes for pump repairs and any replacements
• Effectively scopes the technical solution required to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the firm.
• Partly assessing the products offered
• Journal entries and deductions for repairs
• Answering customer questions by telephone, Email
• Making any kind of reports, translations, letters
• Monitoring delivery times of repairs
• Ensures close control / follow-up of service stock
• Monitors customer support for technical solutions proposed throughout the sales process, and alerts the sales and account teams to potential risks of deal closure
• Opportunistically pursues additional business development opportunities within customer
  

Key Success Factors

• Utilization rate
• SCSS – Short Customer Survey
• Response time to service request
• Call pick-up rate
• Order Error rate
• Quotation error rate
• Customer On Time to Request
  

Posting, Reporting, and Work Relations

Internal

• Service Sales Engineer (SSE), Service Engineer (SE)
• Service Delivery Team
• Plant colleagues
• Sister company coordinators
• Finance
• Project Sales
  

External

• Customer
• Vendors, Contractors, licensed dealers, Authorized Service Partners, End users.
  

Required Minimum Qualifications

• Completed technical training and work experience in a technical environment.
• Have at least 2 years of work experience and at least 2 years in a similar job.
• Experience with pump technology
• Local language and English in speech and writing.
• Has experience with various Microsoft office packages and SAP
  

Competencies

• Working with People
• Relating and Networking
• Planning and Organizing
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals
• Accountability, Customer Centricity, Collaboration
  

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.