Tech Support Coordinator

FORTNA; Houten; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Dynamic, high-impact role

Supportive team in a fast-growing organization

Opportunities for professional development

Competitive salary and benefits package

Job summary

FORTNA in Houten, Netherlands is looking for a Tech Support Coordinator who will serve as the first point of contact for customers needing technical assistance. The role is crucial in maintaining logistics efficiency and requires solid technical skills combined with excellent communication abilities.

The ideal candidate should hold a technical degree and have at least two years of experience in a service-oriented or logistics environment. Join a dynamic team focused on continuous improvement and customer satisfaction.

Qualifications

• At least 2 years of experience in a technical, service-oriented, or logistics environment.
• Fluent in English; German is an advantage.
• Customer-focused and resilient under pressure.

Responsibilities

• Act as the first point of contact for customers reporting technical issues.
• Coordinate follow-up actions with internal teams.
• Contribute ideas to improve processes and service quality.

Skills

Strong communication skills

Coordination skills

Technical affinity

Problem-solving abilities

Education

MBO+ or Bachelor’s degree in a technical discipline

Job description

About FORTNA

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known worldwide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions powered by intelligent software to optimize fast, accurate and cost‑effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

Job Title

Tech Support Coordinator

Job Description

When a customer’s logistical system goes down, minutes matter. As a Tech Support Coordinator, you are the first point of contact for customers, providing calm, technical, structured support to turn incidents into solutions. You will be part of the Lifecycle Performance Services (LPS) organization, responsible for maintaining, supporting, optimizing, and upgrading complex transport and sorting systems used in high‑performance logistics environments.

Responsibilities

Incident Intake & Technical Assessment

• Act as the first point of contact for customers reporting technical issues via phone or email.
• Analyze incidents based on urgency, complexity, and business impact.
• Determine the best path to resolution, whether hands‑on guidance or escalation.
• Collaborate with internal experts (PC/PLC Engineers, Service Engineers) and external partners such as SEW, Sick, Datalogic, Caljan, Interroll and more.

Coordination & Customer Communication

• Coordinate follow‑up actions with internal teams such as Job prep, planning, service engineering, and technical specialists.
• Guide and instruct customers and/or engineers remotely to resolve issues whenever possible.
• Proactively keep customers informed, managing expectations and building long‑term trust.
• Ensure accurate documentation, administrative processing, and smooth case closure in the call‑handling system.

Continuous Improvement & Team Contribution

• Actively contribute ideas to improve processes, service quality, and customer satisfaction.
• Help shape how Technical Support evolves within the broader LPS organization.
• Stay curious and continue building your technical and coordination skills.

Qualifications

• At least a MBO+ or Bachelor’s degree in a technical discipline (Mechanical Engineering, Electrical Engineering, Mechatronics, or Technical Business Administration).
• At least 2 years of experience in a technical, service‑oriented, or logistics environment.
• Strong communication and coordination skills.
• Solid technical affinity and a desire to understand how systems really work.
• A structured, analytical mindset with strong problem‑solving abilities.
• Customer‑focused, resilient, and able to stay effective under pressure.
• Fluent in English (German is an advantage).

Benefits

• Dynamic, high‑impact role where your actions truly matter.
• Enthusiastic, supportive team in an informal, fast‑growing organization.
• Exposure to advanced logistics systems and international technology partners.
• Real opportunities to learn, grow, and develop – technically and professionally.
• Competitive salary and benefits package.