Functieomschrijving
Our client is a mobility-focused company with a mission to improve the way people move through innovative, sustainable technology. Their products enable manufacturers to build high-quality mobility solutions that support a healthier and more responsible lifestyle.brThe Customer and Technical Service Specialist provides expert technical support and warranty assistance to retail partners. This role serves as a frontline contact for dealer inquiries and is responsible for ensuring efficient, professional handling of technical and warranty-related requests.brKey responsibilities include:br• bTechnical Support /bbro Acting as the primary contact for retail partners regarding technical questions, troubleshooting, and product-related issues bro Providing accurate and timely solutions while escalating complex cases to internal teams when necessary bro Maintaining strong product knowledge, including technical specifications, functionality, and installation best practices br• bWarranty Handling /bbro Processing warranty claims in line with company guidelines bro Ensuring all required documentation is complete and accurately recorded bro Collaborating with internal teams to ensure timely resolution of claims bro Identifying recurring issues and sharing insights with Customer Success and Quality teams br• bRetail Relationship Management /bbro Building and maintaining strong relationships with retail partners through consistent and reliable support bro Providing regular updates on technical and warranty matters bro Collaborating with Sales and Customer Success teams to gather feedback and insights brb• Knowledge Process Improvement /bbro Contributing to internal knowledge bases by documenting recurring issues and solutions bro Supporting continuous improvement of internal processes and service efficiency bro Providing input to improve technical documentation and product manuals br•b Performance KPI Management /bbro Working within defined KPIs such as response times, first-time resolution, and customer satisfaction bro Monitoring service metrics and identifying improvement opportunities bro Reporting performance updates to leadership and participating in team reviews brb• Cross-functional Collaboration /bbro Supporting other departments with technical and warranty expertise when needed bro Contributing to broader company initiatives through flexible, cross-team collaboration brbRequirements /bullibNon-negotiable starting date: 1st of December /b /lilibStrong technical (mechanical engineering) understanding of troubleshooting, assembly, or installation processes /b /liliExcellent communication skills in bGERMAN both written and verbal formats minimum C1 /b, with the ability to explain technical concepts clearly /liliExperience in customer service, technical support, or warranty services (preferably in a retail support environment) /liliStrong ability to build relationships with retail partners and provide high-quality service experiences /liliAnalytical mindset with the ability to identify recurring issues and suggest process improvements /liliProactive problem-solving skills and ability to manage multiple priorities in a fast-paced environment /liliBachelor’s degree or equivalent professional experience /liliExperience working with CRM systems and service software tools /liliStrong organisational skills and attention to detail in handling warranty cases and documentation /li /ulbBenefits /bulliThe role is based in Amsterdam and requires full German language proficiency. /liliCompetitive salary + annual bonus /liliThe initial contract is a 7-month fixed-term agreement, with the intention to transition into a permanent contract. /liliCandidates ideally have technical bike industry knowledge or experience within the cycling sector. /li /ulbApplication Procedure /bIf you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions. Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.