Customer and Technical Service Specialist | German Speaking

Undutchables; Amsterdam; On-site; EUR 45,000 - 65,000; Full time

Job summary

Undutchables is seeking a Customer and Technical Service Specialist to provide expert technical support and warranty assistance to retail partners. This role serves as the frontline contact for dealer inquiries and ensures efficient handling of technical and warranty requests.

You will manage technical questions, troubleshoot issues, process warranty claims, and work with internal teams to drive timely resolutions while building strong relationships with retailers and contributing to knowledge

Responsibilities

• Act as the primary contact for retail partners regarding technical questions, troubleshooting, and product-related issues
• Providing accurate and timely solutions while escalating complex cases to internal teams when necessary
• Maintaining strong product knowledge, including technical specifications, functionality, and installation best practices
• Processing warranty claims in line with company guidelines
• Ensuring all required documentation is complete and accurately recorded
• Collaborating with internal teams to ensure timely resolution of claims
• Identifying recurring issues and sharing insights with Customer Success and Quality teams
• Building and maintaining strong relationships with retail partners through consistent and reliable support
• Providing regular updates on technical and warranty matters
• Collaborating with Sales and Customer Success teams to gather feedback and insights
• Contributing to internal knowledge bases by documenting recurring issues and solutions
• Supporting continuous improvement of internal processes and service efficiency
• Providing input to improve technical documentation and product manuals
• Working within defined KPIs such as response times, first-time resolution, and customer satisfaction
• Monitoring service metrics and identifying improvement opportunities
• Reporting performance updates to leadership and participating in team reviews
• Supporting other departments with technical and warranty expertise when needed
• Contributing to broader company initiatives through flexible, cross-team collaboration

Job description

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