Customer and Technical Service Specialist | German Speaking

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.
• The annual gross salary range is €38,000–€48,000 (excluding 8% holiday allowance), depending on experience. In addition, the role is eligible for an annual bonus of up to 15% (excluding holiday allowance), based on both company and individual performance.
• 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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