Service Coordinator (Vietnamese Only)_

1.0 Primary Duties of Position
Responsible for driving customer satisfaction through the service team, supporting and monitoring service delivery through reporting metrics as well as administration tasks assigned by the Country Service Manager

2.0 Role Responsibilities
• Ensure all customer requests are escalated and responded to in a timely and efficient manner by respective resources and follow up until the requests are fulfilled
• Interact with departmental functions to ensure service excellence and timely responded to all customer requests by respective departments
• 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 (first response to customers’ complaints)
• Coordinate with Service Sales team and the Service Supervisor for the reports of service pipelines, forecast and service job report
• Oversee routine day to day service admin activities (phone calls, orders, customer requests) as part of their daily activities
• Responsible for personal and safety of others in accordance to Workplace Health and Safety Act (EHS Coord).
• Any other reasonable duties as assigned by the Country Service Manager, commensurate with the position

3.0 Organizational Responsibilities
• Be the strong link between Service with customers and other internal department on issue follow up
• Comply with Grundfos, Country OH&S, and laws, legislation, regulations, policies and procedures
• Achievement of objectives and targets in accordance with agreed strategies
• Comply with requirements of the relevant Quality, Safety and Environment Management System
• Execute and promote the Grundfos Purpose and Values
• Behave as a responsible employee of Grundfos in accordance with the Code of Conduct guidelines
• Embrace and encourage collaboration between team members and other departments to ensure customer centricity
• Take accountability for own duties and responsibilities outlined within this job description
• Care and maintain company property including but not limited to vehicles, computers, mobile phone etc.

4.0 Delegation of Authority
• Obtain required approvals in accordance with Company policies, procedures, and Delegation of Authority document
• Where applicable, approve requests in accordance with Company policies, procedures, and Delegation of
Authority document

5.0 Qualifications
• Diploma or University Degree in Commercial or other related Engineering disciplines

6.0 Key Relationships/Stakeholders
• Service Engineers/Technicians
• Service Supervisor
• Service Sales Team Members
• Country Service Manager

7.0 Key Performance Indicators
• Service Lead Sales Development Coordinating
• External Customer Satisfaction Survey Results
• Internal collaboration satisfaction results
• Additional critical operating tasks to be assigned annually during the People Development Dialogue (PDD)

process in line with appropriate strategic direction

8.0 Essential Knowledge, Skills & Experience
• Minimum 3 years working experience in service environment/customer support functions
• Proficient in MS Office, especially MS Excel and Power Point
• Planning and Reporting skillset
• Effective English speaking and writing
• SAP knowledge is an advantage

9.0 Personal Attributes
• Analytical mind with well organizational and planning skills
• Resourceful, customer-oriented with good interpersonal communication skills
• Individual contributor and a good team player with multi-task capability
• Ability to remain calm under pressure

Please send your application and CV with the latest photo
Your application will be treated confidential.

- 13th month salary
- Premium Healthcare Plan for you and family
- Training Opportunity

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