Ly Gia Vien is Vietnam's leading premium food ingredients and equipment distributor. We represent world-class culinary brands — Callebaut chocolate, Capfruit purées, Sosa texturizers, Torani syrups, Silikomart tools — across professional chefs, pastry artists, food businesses, and modern trade channels nationwide. As a Technical & Application Operations Coordinator, you own the intake, scheduling, readiness, follow-through, and visibility layer that makes this engine run with control instead of chaos. This engine runs five work lanes simultaneously: service operations, application support, demo and masterclass readiness, knowledge building, and commercial enablement. Without strong coordination, technicians miss schedules, events arrive unprepared, tickets age invisibly, and knowledge disappears into WhatsApp.
Service Ticket & Request Coordination
- Intake and log all service, demo, and application support requests with full information — not half-details.
- Classify urgency and route to the right person immediately.
- Track every open ticket and flag items that are aging or stuck.
- Own the closure log so nothing disappears without a result.
Technician & Product Specialist Scheduling
- Coordinate technician and PS calendars across service, installation, PM, demos, and events.
- Make allocation visible — who is where, doing what, when.
- Surface scheduling conflicts before they become field problems.
Demo, Masterclass & Activation Readiness
- Own the readiness checklist for every demo, masterclass, roadshow, and livestream.
- Coordinate equipment, samples, ingredients, and tools preparation in advance.
- Ensure technical and PS support is confirmed and briefed before the event.
- Capture post-activity follow-up actions so learning is not lost.
Visibility, Tracking & Escalation
- Maintain clear status trackers that stakeholders can actually use.
- Send weekly readiness updates to the engine lead.
- Escalate capacity overloads or blocked execution early — not after the problem lands.
AI-Supported Documentation
- Use AI tools to structure tickets, draft checklists, summarize recurring issues, and maintain service records.
- Apply judgment to verify accuracy before outputs are used.
