Customer Success Coordinator - HVAC

at  Swegon North America

Swegon North America is a leader in HVAC, commercial ventilation and integrated heating and cooling solutions. We offer over fifty years of unsurpassed industry experience to mechanical engineering consultants and contractors. Swegon supplies components and systems creating superior indoor climate, energy conservation and acoustic solutions producing environments designed for ultimate quality and comfort.

SUMMARY

As a Customer Success Coordinator, you will be instrumental in guiding our customers toward achieving their objectives. Your key responsibilities will involve:

• Supporting e-Commerce (V-A Express) - customer inquiries, technical issues
• Supporting internal Project Engineers by reviewing technical drawings and highlighting key information for designers.
• The Customer Success Coordinator will help the post-sales team in driving customer excellence by organizing, controlling and processing technical documents and/or orders for Project Engineers and Customer Support Representatives.
• The Customer Success Coordinator will work closely with cross-functional teams, including sales and operations, to ensure customers receive an exceptional experience. Other responsibilities include minor design work, document management, and sales and operations support.

SKILLS AND QUALIFICATIONS:

• Bachelor’s degree in business administration, engineering, or a related field (advanced degree preferred).
• Proficiency in time management to meet customer needs promptly.
• Strong computer skills in CRM tools, Excel, PDF, and Word.
• Strong organizational skills and the capability to manage multiple tasks and priorities.
• Detail oriented with analytical skills and ability to read technical drawings
• Ideally - proficiency in AutoCAD, SolidWorks, Bluebeam Revu, PDF Writer, MS Excel and MS Outlook.
• Clear and concise communication abilities, both written and verbal.
• Demonstrated a proactive mindset and eagerness to take the initiative.
• Alignment with company values and a genuine passion for customer satisfaction.
  At Swegon North America we prioritize and value equity, diversity and inclusion. We are committed to providing a fair and equitable workplace creating an inclusive environment for all employees and prospective new team members. We are an equal opportunity employer and are proud of our diverse and inclusive workplace culture where everyone is welcome.
  In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA) and the Americans with Disabilities Act (ADA), Swegon North America offers reasonable accommodations for prospective candidates and employees with different abilities. Accommodations are available by request for candidates taking part in the selection process. If you require a specific accommodation, please contact our Human Resources Department at 416-291-7371

KEY RESPONSIBILITIES:

• Guide clients through product, software or project onboarding and setup processes.
• Review project requirements to ensure all applicable technical information is received form the client.
• Review technical drawings of equipment for weights and dimensions. Highlight key information for designers to easily retrieve.
• Schedule project Tasks for design team.
• Conduct training sessions to help clients utilize product features effectively.
• Proactively update customers on project progress and provide support and training, leading to high-level satisfaction and product engagement.
• Proactively identify and address client issues or concerns.
• Collaborate closely with internal stakeholders to cultivate a customer-centric environment aligned with our company values of Customer Empathy, Trust, and Commitment.
• Work towards enhancing customer satisfaction and loyalty by effectively executing customer projects.
• Display meticulous attention to detail in all interactions, ensuring accuracy and consistency.
• Document interactions, solutions, and client information accurately.
• Demonstrate exceptional communication skills to facilitate smooth and proactive customer interactions.
• Gauge customer satisfaction and act immediately to resolve issues.
• Showcase time management skills, enabling prompt responsiveness and efficient multitasking.
• Uphold the company’s reputation by consistently embodying professionalism and dedication to customer success.
• Support continuous improvement within the team and organization.

As a Customer Success Coordinator, you will be instrumental in guiding our customers toward achieving their objectives. Your key responsibilities will involve:

• Supporting e-Commerce (V-A Express) - customer inquiries, technical issues
• Supporting internal Project Engineers by reviewing technical drawings and highlighting key information for designers.
• The Customer Success Coordinator will help the post-sales team in driving customer excellence by organizing, controlling and processing technical documents and/or orders for Project Engineers and Customer Support Representatives.
• The Customer Success Coordinator will work closely with cross-functional teams, including sales and operations, to ensure customers receive an exceptional experience. Other responsibilities include minor design work, document management, and sales and operations support