Lead Coordinator, Customer Support

At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business.

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation.

Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.

The opportunity:

The Lead Coordinator, Customer Support at JBT Marel acts as the primary contact for service requests, managing customer interactions with empathy and urgency to ensure satisfaction and build lasting relationships. This role is resposible for customer support to all Products of JBT Marel in Thailand and Taiwan.

This role involves efficiently handling administrative tasks such as updating customer information, processing invoices, and managing service reports, while also identifying and communicating potential sales leads.

Main Duties:

• Managing the customers' expectations
• Managing the customer information (data in system, case readiness)
• Identify sales opportunities through the customer contacts
• Management of the customer request and adequate handling
• Answer customer calls
• Update and/or register customer information
• Update and/or register installed base information
• Register service requests and check entitlement
• Validate and update work order information in different systems (knowledge management system, skills management system, installed base information system etc.)
• Be empathetic and work as an advocate for customers
• Ensure requests are transferred to an appropriate & available Marel employee becoming a case owner
• Ensure customers' needs are met quickly and efficiently
• Invite customers to call back if they are not totally satisfied
• Escalate unresolved concerns to manager/team leader
• Performs various administration tasks related to service and service linked to spare parts delivery, such as processing hours, expenses and material consumption, for invoicing, payroll or other financial transactions.
• Confirm time of client visit to service engineers/service specialists after coordinated confirmation
• Forward travel information of service engineers/service specialists to customers

Qualification and Requirements:

• Bachelor's Degree in Business Administration, Technical, or related discipline.
• Minimum of 3 years' experience working experience in a similar field
• Experienced Service delivery processes and technical support ideally worked in a Sales/ Service environment.
• English and Thai languages skills are required
• Computer literate in Microsoft office and CRM software system. ERP experience such as Salesforce is a plus.
• Appreciation of commercial service and business development.

Why Work At JBT Marel

• We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.
• We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.
• We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth

Commitment To Diversity

Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.

Equal Opportunity Employment JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time.