Customer Support Coordinator - Latam

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.

As our Customer Support Coordinator for our Latin American customers you will:

Main Responsibilities

• Receive, register, and process customer requests for service and spare parts in Latin America.
• Maintain close dialogue with customers to understand needs, urgency, and provide proactive updates.
• Prepare and communicate quotations for service solutions and spare parts; follow up on outstanding quotations.
• Process customer orders and confirmations.
• Coordinate with Service Project Coordinators (SPC), schedulers, and technical teams to prepare service events (resources, spare parts, planning).
• Escalate unresolved issues to the appropriate function (TSE, SPC, ISC, or manager).
• Support connectivity-related inquiries at 1st-level by creating cases, routing calls, and identifying whether issues relate to software, cloud, or equipment.
• Promote service solutions, modifications, upgrades, and spare parts to customers.
• Manage customer expectations and ensure all data and case readiness in the system are accurate.
• Review executed service events, service reports, and coordinate follow-ups to ensure full customer satisfaction.
• Work closely with cross-functional teams (CCM, SPC, SCC, TSE, ISC) to align communication and deliver a seamless customer experience.

Additional Responsibilities

• Backlog management: Monitor open work orders and spare part requests, follow up internally with supply chain, logistics, and purchasing, and keep customers updated.
• Logistics and export support: Review export/shipping documents (packing lists, invoices, Incoterms, tracking) and share with customers, ensuring compliance with customs requirements.
• Credit note and invoicing support: Coordinate with Finance/Controlling to resolve invoicing errors, returns, or credit note requests.
• Commercial support: Assist the sales team by reviewing lead times, delivery conditions, and proposing alternatives to improve customer satisfaction.
• SLA and KPI tracking: Monitor response times, work order closure rates, and customer satisfaction metrics; highlight and escalate deviations when needed.
• Compliance and audit readiness: Maintain complete and traceable customer interaction records (orders, e-mails, service reports) to support internal audits and compliance standards.
• Strategic escalation: Identify when a simple case could escalate into a critical issue and proactively involve managers or technical teams to prevent customer complaints.
• Relationship management: Act as brand ambassadors, building trust with key customers through daily interactions and long-term relationship management.
• Technical knowledge: Beyond basic connectivity (SmartBase), CSCs also develop a working knowledge of Marel equipment, enabling them to properly qualify and filter requests before escalating to Technical Support Engineers.

Requirements

• Education: Bachelor's degree preferred

• Experience:

• Minimum of 2 years of experience in customer service, technical support, or service coordination, preferably aligned to manufactured products, field service or spare parts distribution

• Minimum of 1 year experience handling spare parts, service requests, or technical product support is highly desirable.

• Skills:

• Strong communication skills in Spanish and English Required.

• Customer-oriented with proven ability to manage expectations and resolve escalations.

• Solid understanding of connectivity solutions (software vs. hardware troubleshooting).

• Ability to coordinate across multiple departments and manage competing priorities.

• Proficiency in ERP/CRM systems (e.g., SAP, Salesforce) and Microsoft Office Suite.

• #:LI-Hybrid

• 3 days in office and 2 days remote

• #LI-SH1

• 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!

• Benefits: JBT Marel Corporation offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

• 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.

JBT Marel uses technology‑assisted tools, including artificial intelligence (AI), to support the review of applications.

These tools help our recruiting teams identify skills and experience relevant to the role based on job‑related criteria.

All applications are reviewed by people, and AI is not used to make hiring decisions independently. We are committed to fair, consistent, and inclusive hiring practices globally.

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, 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. JBT Marel will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact JBT Marel at 844-286-4524.