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Technical Customer Support Specialist

1 maand geleden

Heerlen, Limburg, Nederland Hoerbiger Voltijd

At HOERBIGER Benelux, we are an integral part of the HOERBIGER Service business in Europe. We provide our customers with parts, repair and upgrade their compressors, and find solutions to their technical problems.

We can only achieve this with a strong team, and as a Technical Customer Support Specialist, you will play a vital role in ensuring the best possible customer experience.

Your main responsibilities will include:

  • Serving a defined set of customers together with the respective Key Account Manager
  • Acting as the primary contact point between the customer and the Operations team (engineering, workshop, supply chain)
  • Receiving and maintaining customer orders in the ERP system
  • Providing quotations in the targeted cycle time
  • Tracking and monitoring the progress of all transactional repair projects to keep the promised delivery time
  • Communicating and aligning proactively internally with the operations departments
  • Managing the complexity of customer requests that are not covered by standard processes
  • Communicating proactively amongst others any potential delays with customers to keep the overall lead-time low
  • Developing and implementing customer-specific KPIs

To be successful in this role, you will need:

  • MBO+ or HBO with commercial background
  • Minimum 5 years' experience as a customer service representative in a technical environment, ideally in a service environment
  • Experience with SAP, ideally HANA S/4
  • Hands-on mentality combined with a high level of ownership
  • Team-player, flexible, and proactive attitude, including communication with different stakeholders
  • Friendly service mindset with a desire to live up to the promise made to the customer "we always deliver"
  • Dedication to quality paired with a strong process-thinking
  • Resilience to stress and ability to cope with ambiguous situations – mainly conflicting needs of different departments that need to be managed
  • Good communication skills
  • Very good Dutch and German skills, both spoken and written, working knowledge of English required, as you will be dealing with customers in various countries

As a Technical Customer Support Specialist at HOERBIGER Benelux, you can expect:

We work in a professional environment where safety, technical know-how, teamwork, and a good team spirit are the focus points. Our benefits cover professional training and employee events, health checks, health insurance, pension insurance, performance bonus, 25 paid vacation days, 13 ADV days, paternity paid leave, and sick leave, as well as coverage of expenses for travel for work, in accordance with the CAO Metaal en Techniek (kleinmetaal).