上海招聘

Main purpose:

Help customers with technical operational issues by operating a Global Marine Service Desk (together with Global Technical Specialists), as well as scheduling and administrating field service requests received through the Global Marine Service Desk.

Key Responsibilities:

• Administrate field service requests received through the Global Marine Service Desk (i.e. the customer cases) and be operationally responsible for all customer cases. (For BGS, the field service includes both international and local field service, and for MSH, the field service includes international field service.)
• If a Global Technical Specialist is not available, answer incoming phone calls from marine customers and sales companies, and open customer cases.
• Own the schedule of the International Service Engineers as well as schedule and reschedule International Service Engineers by using a global planning tool.
• Collaborate with local coordinators when local field service engineers are needed for field service.
• Prioritise between field service based on the technical and business importance of the jobs in accordance with the global directions for the Global Marine Service Organization, and escalate if needed according to the decided escalating process.
• Consult Global Technical Specialists if needed in order to administrate the field service and meet customer needs.
• Plan and prepare the field service and make sure all bookings, applications and orders needed for the International Service Engineers are in place, e.g. flight and hotel bookings, VISA applications, permits, agent coordination, spare part order confirmation etc.
• Document expenses related to the field service (e.g. travel expenses) for internal invoicing.
• Make sure all needed documentation is in place, and close customer cases when finalised.
• Take over open customer cases at the start of a shift, and handover open customer cases at the end of a shift, in daily handover-meetings together with Global Technical Specialists.
• Work together with other Global Marine Service Organization members as a team.
• Be able to work on weekdays including bank holidays, and longer term be able to work on weekdays and weekends on a rolling schedule if required.
• Travel occasionally, e.g. for trainings and team meetings for the Global Marine Service Organization.

Main Competencies:

Business acumen

• Understand the marine and service business and its environment and customers in a broad sense and use this insight as a base when making business decisions.
• Have a global mindset.

Decisiveness & Execution

• Be solution driven and focus on achieving results and ensure that key objectives are met.
• Take responsibility for actions with a ‘can-do’ attitude.
• Influence events actively and make tough decisions when required.
• Identify urgent decisions and make decisions under pressure.
• Have a collaborative mindset.

Planning

• Be structured and pay attention to details.
• Plan and schedule field service to ensure optimum use of time and resources.

Customer focus

• Understand marine customer needs on a basic level.
• Put the customer first and be eager to please them in line with company standards.
• Go out of the way to ensure that individual customer needs are met.

Education and/or background requirements:

• High school diploma or higher, associate degree a plus.
• 2+ years of experience in customer service or similar.
• Experience of performing administrative tasks and planning.
• Experience of working in case management and planning tools a plus.
• Basic product knowledge of Alfa Laval branded marine products a plus.
• Business acumen (i.e. cost-benefit understanding from a customer perspective).
• Fluent in English, verbal and written.
• Good cross-cultural communication skills.
• Experience from working in an international context and across borders with colleagues and customers from various cultures.

Alfa Laval is a leading global provider of specialized products and engineering solutions. Our equipment, systems and services are dedicated to helping customers to optimize the performance of their processes. Time and time again. We help our customers to heat, cool, separate and transport products such as oil, water, chemicals, beverages, foodstuffs, starch and pharmaceuticals. Our worldwide organization works closely with customers in almost 100 countries to help them stay ahead.
Now Alfa Laval has been established in China for over 25 years with more than 2100 employees and has a presence comprising manufacturing, engineering, service, sales and more than 70 authorized distributors covering the whole of China.

阿法拉伐集团 是全球领先的专业提供与热交换、分离和流体处理有关的技术、产品和解决方案的公司。公司提供的设备、系统和服务致力于帮助提高和优化客户的工艺流程和设备性能。公司的解决方案能帮助从事食品饮料、石化、制药、淀粉、糖和乙醇等领域的企业进行产品的加热、降温、分离和运输。阿法拉伐的产品还被广泛应用于发电厂、远洋船舶、机械工程业、采矿业、污水处理行业以及暖通空调设备等。阿法拉伐在100多个国家设有分支机构,向客户提供全球范围内的支持及服务,并帮助他们在业内保持领先地位。
阿法拉伐在中国至今已有20多年的历史了，现有2100多名中国员工，在国内拥有独资的生产基地，工程服务和销售队伍，并在全国配备70多个认可分销商网络。