Service Coordinator - VIVREAU : Job Details

Who we are:

At Vivreau North America, and our sister company Mavea, we have a clear vision and mission to deliver high-quality water in a sustainable, environmentally responsible, and health-promoting way. With over 15 years in North America and backed by our parent company Brita SE in Germany, we are poised to expand on our business across the continent.

Vivreau embraces this simple idea: local water can be transformed to be even better than the heavily marketed bottled stuff, and at a tiny fraction of the footprint. Vivreau dispensers provide delicious, micro-filtered still, sparkling, and hot water without the need for plastic bottles or cans, making us a key partner to the Fortune 500, premium hospitality providers and healthcare. Vivreau's Professional Filters are prevalent in coffee shops and cafes North America-wide, ensuring perfectly balanced ingredient water for coffee, espresso, tea, and combi-steam ovens. Together with our sister company Mavea, which is geared to the consumer market, we have kept billions of plastic bottles out of the landfall.

We are making a difference in the world and are looking for value-focused people to join us!

Currently, we're looking for a Service Coordinator to join our service team.

The Role:

The Service Coordinator at Vivreau is responsible for managing and coordinating service operations to ensure the efficient and timely delivery of maintenance, and repair services for Vivreau water dispensers.

Main Responsibilities:

Service Scheduling:

• Schedule and coordinate service appointments for planned maintenance, and repair of Vivreau water dispensers.
• Ensure efficient allocation of service technicians to meet customer needs and optimize service delivery.

Customer Communication:

• Maintain regular communication with customers to confirm appointments, provide updates, and address inquiries.
• Handle customer complaints and escalate issues to the appropriate personnel when necessary.

Remote Product/Technical Support:

• Provide timely and accurate troubleshooting to identify and fix technical problems.
• Maintain clear and empathetic communication to guide users through technical processes.

Administrative Support:

• Manage service-related documentation, including work orders, service reports, and customer records.
• Maintain accurate records of service activities and inventory levels.

Performance Tracking:

• Track and report on key performance indicators (KPIs) such as response time, service completion rate, and customer satisfaction.
• Analyze service data to identify trends and areas for improvement.

Inventory Management:

• Assist in managing inventory of service parts and equipment, ensuring availability for scheduled services.
• Coordinate with suppliers for timely procurement of necessary parts.

Quality Assurance:

• Ensure all service activities comply with company standards and customer expectations.
• Implement and maintain quality control processes to enhance service reliability and performance.

Continuous Improvement:

• Identify opportunities for process improvements and implement best practices to enhance service efficiency.
• Stay updated with industry trends and advancements to ensure Vivreau remains competitive in-service delivery.

Essential Skills:

• Communication Skills: Excellent verbal and written communication skills to interact with customers and internal teams.
• Problem-Solving: Ability to troubleshoot and resolve customer complaints and product failure issues.
• Attention to Detail: High level of accuracy in processing orders and managing maintenance schedules.
• Time Management: Strong organizational skills to handle multiple tasks and deadlines effectively.
• Technical Knowledge: Advanced understanding of water dispenser systems and Mavenoid processes.
• Team Collaboration: Ability to work collaboratively with sales, and customer success teams.
• Adaptability: Flexibility to adapt to changing customer needs and maintenance/repair schedules.

What you can expect from us:

• The opportunity to work with a progressive, fun company that ensures a safe and productive environment.
• Competitive Health Benefits package and paid sick time and vacation time
• Company matching retirement saving plan
• Growth culture with many opportunities to develop both personally and professionally

We look for people with a clear drive for delivering service excellence with integrity, from a team-driven and dynamic mindset. If this is the right fit for you, qualified applicants are invited to submit both their cover letter and resume.