1st Line Support Officer

Octiva Group; Netherlands; On-site; EUR 28,000 - 38,000; Full time

Job summary

Octiva Group in Breda (The Netherlands) is seeking a dedicated 1st Line Support Officer. You’ll be the first point of contact for customers, help resolve technical issues, and log cases for follow-up by the 2nd line engineers.

You’ll coordinate daily schedules, keep customers informed, and strive to keep satisfaction high while balancing deadlines and budget. Fluency in Dutch and English, plus at least MBO level 3 education, are essential.

Qualifications

• MBO level 3 education or equivalent is required.
• Strong communication skills and teamwork are essential.
• Able to multitask, stay calm under pressure, and plan effectively.
• Fluent in Dutch and English.
• An interest in technology, robotics, horticulture, and process optimization is a plus.

Responsibilities

• Be the first point of contact for customers and log issues.
• Assist customers with inquiries and help resolve technical issues quickly.
• Coordinate scheduling for 2nd line support engineers in the field.
• Update reports and ensure all completed cases are recorded accurately.
• Follow up with customers to ensure issues are fully resolved and satisfaction is high.

Skills

Multitasking

Planning

Communication

Team player

Dutch

English

Stress-resistance

Education

MBO level 3 or equivalent

Job description

Octiva creates robotic labor automation solutions for the Controlled Environment Agriculture market in close collaboration and at the service of innovative growers. Octiva was created in 2021 from a merger from Priva’s robotic solutions and Octinion’s agricultural robotics. Priva is one of the global leaders in horticulture process control, Octinion is known for building ground-breaking agricultural robotics. With teams in Breda (The Netherlands) and Leuven (Belgium), Octiva has about 40 employees.

For our office in Breda (The Netherlands) we are looking for a dedicated 1st Line Support Officer.

In this role you are the first point of contact for our customers, as well as the linchpin in our operations. You assist customers with their inquiries, ensure that technical issues are resolved quickly, and keep track of the scheduling for our 2nd line support engineers in the field.

Your main priority?

Keeping our customers feel valued and keep customer satisfaction the highest possible.

Wondering what a typical day looks like?

• You start with a quick meeting to discuss the priorities for the day, ensuring you're prepared for any urgent customer inquiries or challenges in the schedule.

• A customer calls, he has issues with a robotic arm in his greenhouse. After registering the problem, you connect directly to the robot for analysis. You’re able to help the customer to find a solution. You log the issue for further notice.

• Throughout the day, you handle some more complex customer inquiries, like questions about integrating a new robot model. You collaborate with product specialists to provide the customer with clear and precise answers.

• Inbetween, there’s time to catch up with colleagues over lunch.

• You start the afternoon with updating some reports, ensuring that all completed cases are accurately recorded in the system.

• Another customer calls with an issue you can’t fix from the office, that requires an urgent visit from your support colleagues. You adjust the schedule of the support team accordingly and inform both the customer and the support engineer about the planning.

• Finally, you close the day by following up with customers to ensure that any previously reported issues have been fully resolved, leaving them satisfied with the support provided.

Your profile

• You have at least an MBO level 3 education or equivalent. Any self-taught technical knowledge is considered as a strong advantage.

• You have high standards and strive for perfection yet being pragmatic in order to respect deadlines and budget.

• You have great communication skills and are a true team-player.

• You are a multitasker, stress-resistant and very strong in planning.

• You are fluent in both Dutch and English.

• You are solution-oriented, flexible, pragmatic, and think along with us on how to further improve our services.

• An interest in technology, robotics, horticulture, and process optimization is a big plus!

Our offer

At Octiva, you’ll become part of an innovative, challenging work environment with an entrepreneurial atmosphere. Our organizational culture is Teal, meaning we focus strongly on self-management, wholeness, and evolutionary purpose. It is therefore important that you align with our mission: to be an innovator, collaborating with organizations worldwide to create disruptive solutions that help use earth's resources in a sustainable way. We will give you the training you require to further develop your expertise and knowledge.

Would you like to have more information about this position?