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
- 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.
€3000.00 - €4000.00 monthly