Over de vacature

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.
The 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.
Key responsibilities include:

• Technical Support
o Acting as the primary contact for retail partners regarding technical questions, troubleshooting, and product-related issues
o Providing accurate and timely solutions while escalating complex cases to internal teams when necessary
o Maintaining strong product knowledge, including technical specifications, functionality, and installation best practices

• Warranty Handling
o Processing warranty claims in line with company guidelines
o Ensuring all required documentation is complete and accurately recorded
o Collaborating with internal teams to ensure timely resolution of claims
o Identifying recurring issues and sharing insights with Customer Success and Quality teams

• Retail Relationship Management
o Building and maintaining strong relationships with retail partners through consistent and reliable support
o Providing regular updates on technical and warranty matters
o Collaborating with Sales and Customer Success teams to gather feedback and insights

• Knowledge & Process Improvement
o Contributing to internal knowledge bases by documenting recurring issues and solutions
o Supporting continuous improvement of internal processes and service efficiency
o Providing input to improve technical documentation and product manuals

• Performance & KPI Management
o Working within defined KPIs such as response times, first-time resolution, and customer satisfaction
o Monitoring service metrics and identifying improvement opportunities
o Reporting performance updates to leadership and participating in team reviews

• Cross-functional Collaboration
o Supporting other departments with technical and warranty expertise when needed
o Contributing to broader company initiatives through flexible, cross-team collaboration
Requirements

Strong technical understanding of troubleshooting, assembly, or installation processes
Excellent communication skills in GERMAN both written and verbal formats, with the ability to explain technical concepts clearly
Experience in customer service, technical support, or warranty services (preferably in a retail support environment)
Strong ability to build relationships with retail partners and provide high-quality service experiences
Analytical mindset with the ability to identify recurring issues and suggest process improvements
Proactive problem-solving skills and ability to manage multiple priorities in a fast-paced environment
Bachelor's degree or equivalent professional experience
Experience working with CRM systems and service software tools
Strong organisational skills and attention to detail in handling warranty cases and documentation

Benefits

The role is based in Amsterdam and requires German language proficiency.
Competitive salary + annual bonus
The initial contract is a 7-month fixed-term agreement, with the intention to transition into a permanent contract.
Candidates ideally have technical bike industry knowledge or experience within the cycling sector.

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Customer and Technical Service Specialist German Speaking

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