Associate Application Engineer

Overview

Do you have experience in providing technical support to customers? Would you like to work at one of the world’s leading water technology companies where we pioneer solutions to the world's water and climate challenges and improve quality of life for people?

If yes, then we have an interesting role for you!

What is the job about?

We at Grundfos, a Great Place to Work® certified company, are looking for an Associate Application Engineer (Associate Front Line Engineer) to join our Industry (IND) Customer Sales Support Center (CSSC) team. As an Associate Front Line Engineer, you will actively contribute to an efficient and productive internal sales team whilst delivering world class customer services through various communication channels such as digital, telephone, e-mail, live chat, etc.

You will provide professional resolutions on enquiries within a timely manner (as predefined by IND targets) and either resolve or decide on further processing based on defined processes. This position reports directly to the CSSC Supervisor and will operate on a hybrid schedule out of any of our offices in the US, Canada, Mexico, Argentina, and Chile.

• Provide commercial and technical advice on customer enquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create, optimise and be accountable for CRM tickets, such as; RFI (request for information), RFQ (request for quotation), RFO (request for order), and RFC (request for complaint) for own processing or for forwarding to other departments, if the task exceeds 20 minutes.
• Create professional offers and quotations according to the customer requirements.
• Maximise our opportunities to increase sales from customer interactions.
• Track offers and quotations according to sales guidelines.
• Follow up on pre-defined customer interactions within set SLA.
• Provide pricing and delivery information as requested.
• Identify new business opportunities and share any potential with a nominated colleague(s).
• Create, delete and maintain customer contact data in the SAP CRM system.
• Assist customers with order progression and supply chain issues.
• Promote digital tools towards customers using templates (Chat, GPC, MyGrundfos, Extranet, etc).
• Support in executing ad hoc tasks in Customer Services such as checking incoming orders, resolving missing data, pricing, master data, approval workflow, digital tools, etc.

Qualified candidates will possess a degree in an Engineering field (Mechanical preferred but not required) and preferably have at least 1 year of experience in a similar role. Applicants who have 3-5 years of previous technical customer service experience are also welcome to apply.

We imagine that you have:

• Experience working in the technical, pump or similar industry is preferred but not essential.
• Fundamental pump product and application knowledge is an advantage.
• Relevant customer service and administrative experience, organizational skills & accountability with the Customer.
• Knowledge of business structure, products and key market needs to create a successful Customer centric experience.
• Knowledge of customer service software and databases (SAP CRM/SD/MM preferred).
• Proficiency in MS Office applications.
• Good communication skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
• Excellent written and spoken English.
• Must work effectively in a team environment.
• Can listen carefully to determine customer needs.

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. or Canada without the need for employment-based visa sponsorship now or in the future.

Sponsorship is not available for applicants for US Work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

What are your goals? Here at Grundfos it’s our mission to enable you develop and fulfil your aspirations, both career and personal. We are guided by our six core values, and you’ll find that…