Customer Support Engineer
Wat ga je doen?
The Customer Support Engineer is responsible for providing 2nd line service support by diagnosing an troubleshooting where required, on all the companies products, on a timely basis in order to ensure reliable use and highest uptime of products and highest customer satisfaction.
Tasks and responsibiities:
- Maintenance of a professional and productive relationship with the customers and other stakeholders
- In close coordination with the customer support team, to provide technical support to service engineers in the field or at the company’s premises within the set reaction times by utilizing the preferred and/or supported service stations.
- Will go at great lengths by diagnosing and troubleshooting of product malfunctions and where necessary will liaise with R&D team for support and/or product improvement
- To provide the customer support team, the customer and other stakeholders with timely feedback on interventions and support to ensure highest customer satisfaction
- To ensure invoicing and documentation of executed and/or contracted work within the company set timeframe.
- To create, maintain and make available within the company all training documentation and provide training to service engineers in the company’s service network.
- Will observe and report on potential process improvements in his team with focus on efficiency, effectiveness and customer satisfaction.
- Outside standard office hours will, on a rota basis, answer the phone and provide (e-mail) information to our customers to ensure optimum customer support
- Will report periodically to the manager as per agreed reporting template
- Maintain the operational and quality standards in the applicable company (ERP, quality and CRM) systems.
- Will do whatever is necessary to secure the interests of the company
Wat vragen wij?
- MTS education level and/or technical experience in Service in the maritime sector
- Electrical know how is a strong plus
- 3-5 years of relevant experience
- Ability to handle any service-related issue
- Ability to train and/or explain to customers in simple terms
- Ability to move the service standard to a higher level
Wat biedt je nieuwe werkgever?
- Competitive market conform salary.
- Great challenge and a lot of room for initiative and ideas.
- Dynamic and stimulating working environment.
- Flat organization and informal company culture.
- International and a melting pot of different cultures.
Waar ga je werken?
Our client is one of the leading brands in the maritime safety market. The organisation produces IT and electronic equipment for the maritime markets.They have a solid reputation in the shipping industry thanks to their specialized experience in Voyage Data Recorders (VDR 'maritime black box') and position indication beacons. The VDR products are assembled in the Zoetermeer office and all the maritime products are sold by the own sales team through distributors to shipping companies and shipowners all over the world. The office in NL is based in Zoetermeer and the UK office is based in Portsmouth. Our client is looking for strong candidates who like a challenge and are willing to go the extra mile to support and help the business to be successful.
Within the Zoetermeer office there is a vacancy for the position of: Customer Support Engineer
