AddressAre you ready for a new opportunity?
Be part of the growing Oceania Service Delivery team.
Purpose of the Job
To provide phone and email Technical Support to the Oceania Customer base through first-point remote triage on after-sales and service-related issues achieving a high level of customer service in responding to our various Customers, Dealers, end users, service technicians, internal & external stakeholders on matters relating to warranty inquiries, commissioning, aftersales product inquiries, spare parts, equipment reliability and performance.
This role will ideally be based in one of our Eastern States offices, being either Huntingdale in Victoria, Regency Park in Adelaide, Newington in Sydney, or Luscombe in Brisbane. Exact location is based on the ideal applicant. The position works with colleagues from our Service Coordinator team and our Technical Support & Training team and reports directly to our Head of Service & Solutions for the Oceania Region.
About the Responsibilities:
- Primary contact point to assist customers with after-sales Technical Support including troubleshooting and spare parts requirements
- Provide support for training, site audits, and pump commissioning tasks
- Develop a continuous improvement approach to service repair and implement corrective actions
- Handle incoming calls & emails on service support technical enquiries
- Provide Technical Support to the sales/Account Managers, CSSC teams, technicians, Dealers, Service Partners, end users and service coordinators on after-sales-related issues
- Assist with spare parts identification and complex spare parts inquiries
- Assist with analysis of service procedures and workflows to improve systems
- Provide ongoing triage training for the Service Administration team
- Responsible for keeping up to date with new product information and notifying the key stakeholders of any potential product issues
- Provide backup remote support for technicians, workshops, and field activities as required
- Provide Service support from customer interactions that can get passed on to our front-line Sales Teams and Account Managers. Promote and develop service revenue growth opportunities
- Any other reasonable duties as requested, commensurate with the position
- Provide information on failure analysis data of products and assist in the assessment and proofreading of technical reports
- Flexible working arrangements with start and finish times to suit business needs for the various time zones across Australia & New Zealand
Your Skills and Experience Required:
- Relevant electrical, mechanical, or hydraulic trade (as applicable by Candidate and experience)
- A degree/diploma in mechanical or electrical engineering is desired, however, not essential
- Customer focus with the ability to empathize
- Experience and knowledge of systems and programs such as SAP CS, SAP CRM and other MS Office applications would be desirable
- Natural analytical and problem-solving skills in related fields
- Able to work under the constraints of a deadline
- Good attention to detail and results-oriented, outcome-driven
- Possess high-level customer service experience
- Able to make objective and technical-based decisions
- Working knowledge of pumps & similar equipment
- Electrical knowledge with PLC experience, controls & drives
- Experience working in a "hands-on" service workshop environment
- Mechanical aptitude and the ability to evaluate complex drawings
- Understanding of hydraulic estimating, pump curves and sizing
More Information
If this sounds like you, please click the 'Apply' button to progress with your application.
We look forward to hearing from you.
Please note that we will only accept local citizens/permanent residency visa holders of the country.
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.
