Monitoring & Support Implementation Manager

Want to be a key player in the global roll-out of digital services for our sustainable pump solutions?

We offer a unique opportunity to join one of Denmark’s most successful companies driven by innovation, sustainability and high ambitions. At Grundfos, we pioneer solutions to the world’s water and climate challenges and improve quality of life for people. More specifically, we develop, produce and sell some of the world’s most efficient pumps and water solutions. 19,000 colleagues partner with customers and bring heat to the homes of 500 million people and water to almost 1 billion people across the globe.

As part of our newly started global Monitoring & Support team, you will become a vital player in building and providing remote support to customers across the world.
We have built the foundation for the global support set-up, but you will get to set the standard for how we provide excellent support for our digital solutions and be part of launching new digital services across our global markets,” says Torben Hadberg, Senior Manager, Monitoring & Support.

Welcome to a new strategic area for Grundfos
At Grundfos, we develop digital services such as advanced conditional monitoring and water and energy optimisation tools for larger facilities using our water solutions, all to ensure that our customers get the most out of their pumps and systems. To support customers to these services, we have establish a global Monitoring & Support team that provides daily support and services across our customer segments.

Your job is about defining, implementing and optimizing the processes, materials and tools that is needed to provide excellent customer support on Grundfos digital offerings either as customer self-service services or through a network of 1st level support agents. Moreover, the job is about providing specialized 2nd level customer support on Grundfos digital offerings and be the case owner until the case is solved satisfactorily for the customer.

Provide technical support and help scale up our support set-up
The Monitoring & Support team is newly started and is expected to grow significant both in number and in geography in the coming years due to Grundfos ambitions on digital offerings. We have Implementation Managers within the Building Services and Industry customer segments and are looking for a colleagues to cover offerings within the Water Utility segment as the third segment in Grundfos.

Your tasks will be to:
• Build and maintain a detailed understanding of the offerings Grundfos provide within to our Water Utility customers.
• Drive the documentation, implementation and further development of processes, tools, scripts etc. needed to provide global 1st and 2nd level support on digital offerings within Water Utility.
• Establish and maintain an effective shared support set-up’s with external partners.
• Drive the further development of 1st level support (local) to ensure that processes, tools and competences always are effective and capable in delivering customer support.
• Provide support on incidents escalated by 1st level or raised directly by customer/end-users and ensure that problems are solved and cases are closed to satisfaction of customers.
• Participate in the onboarding of new customers and monitoring of customer installations to provide advice on the optimisation of their equipment and installations.
• Work closely together with our Digital Development organisation and third-party suppliers to ensure a successful onboarding and global launch of new digital offerings.
• Participate in developing new services that can enhance our digital offerings further.

Preferable the work place will be in the HQ in Bjerringbro, Denmark with expected travel days approx. 3-4 weeks yearly.

Customer-oriented candidate with a commercial understanding
This is an opportunity for great professional development as you partake in a significant service transformation and play an important role in building the future set-up. It is therefore vital that you are motivated to put your experience into play and at the same time are open to growing your knowledge and skills.

We are looking for someone with a profound desire to provide the best customer support, and we imagine that you:
• Have a technical degree in engineering, marine engineering, software engineering or similar with a solid technical and commercial understanding.
• Have experience with relevant digital support systems, e.g. for customer management, ticket handling or customer insights such as ServiceNow, Zendesk, Totango or similar.
• Have experience from supporting customers to digital solutions, e.g. as subscription services.
• Have experience from processes implementation and training.
• Have insight and experience from Water Utility (e.g. water supply & distribution, wastewater networks operations) and a basic understanding of automation, protocols, controls etc.
• Speak and write fluent English.

Additional information
If you have questions or want to know more about the position, please contact Senior Manager of Monitoring & Support, Torben Hadberg on +45 2142 0301.
If this job sounds appealing to you, please send your resume and cover letter today or as soon as possible by clicking on “Apply”. We expect interviews to be held on an ongoing basic.
We look forward to hearing from you.

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