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Customer Support Coordinator
4 months ago
Customer Support Coordinator:
About the position
As a
Customer Support Coordinator, you will:
- Answer, identify and prioritise (Triage), incoming support requests according to the Service Level the Customer is entitled to and the urgency of the request
- Schedule and arrange Field Support Attendances and ensure availability of appropriate resources (human resources, tools & equipment, spare parts)
- Provide service quotation to Customers based upon the job requirements.
- Prepare Field Support Engineers(T4) and Service Partner for the job.
- Monitor service progress from initiation to completion and update status in Customer Support information system following related processes. e.g. book spare parts taken out of warehouse in ERP.
- Verify completion of service support delivered.
- Invoice Customers as per initial quotation and based on service outcome
- Promote After Sales business (Service Agreements, Spare Parts etc.) in close cooperation with the After Sales Team.
- Maintain competent understanding of actual and new company's products, their functions, and alternatives.
- Review the Quality Management System requirements and ensure operations is in compliance.
To be successful in this role, we expect you to have/be:
- Commercial vocational diploma with corresponding professional experience
- Able to work independently.
- Effective time management skills
- Continuous Improvement Mindset
- Fluent in English & Chinese. This role requires liaising with the clients, local agents speaking in English and Chinese.
Contact & next steps
Hyun Joo Kim
Talent Acquisition Partner
At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.
