Technical Support Coordinator

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide 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.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

As a Technical Support Coordinator, you are part of the Lifecycle Performance Services (LPS) team. Together, we maintain, support, optimize, and modify our customers' transport and sorting systems. In this role, you are the first point of contact for customers experiencing malfunctions in these systems. You also assist customers with a variety of technical questions. Notifications come in via phone or email. As a Technical Support Coordinator, you analyze the issue based on scope, complexity, and priority, and aim to handle it appropriately. Where necessary, you will receive support from colleagues with specialized knowledge. This role requires strong coordination skills , and you will work closely with the work preparation, planning, service engineering teams, and internal specialists. You keep the customer at the center and inform them about developments and progress regarding the malfunction. Finally, you ensure correct documentation and resolution in our call-handling system .

What does the role involve?

• Receiving and analyzing malfunctions and technical issues from our customers.
• Prioritizing based on urgency, complexity, and impact.
• Consulting with internal specialists (e.g., PC / PLC Engineers, Service Engineers) and external partners (e.g., Siemens, SEW, Datalogic, Caljan, Interroll) to analyze the issue.
• Determining and coordinating follow-up actions.
• Coordinating the steps required to resolve the malfunction at the customer site.
• Aligning and instructing the customer by phone or email to resolve the issue (where possible) directly.
• Keeping the customer informed in a timely manner about progress and developments.
• Forwarding and coordinating follow-up actions with work preparation, planning, service engineering, PC / PLC specialists, and external service partners or suppliers.
• Accurately processing the issue in our call-handling system and forwarding it to the administration department for invoicing.

Contributing to improvement initiatives

• Contribute to the improvement of the Technical Support department and the overall LPS organization to enhance customer support.

What do you need for this role?

• MBO+ / Bachelor-level education in a technical field such as mechanical engineering, electrical engineering, mechatronics, or industrial engineering.
• At least 3 years of experience in a service-oriented, technical, and / or logistics organization.
• Proficiency in spoken and written English is a must; Dutch and / or German is a plus.
• Strong coordination and communication skills.
• Technical affinity.
• Problem-solving and analytical skills.
• Customer- and service-oriented mindset.
• Able to manage expectations and set priorities effectively.
• Stress-resistant.
• Eager to learn (keeping technical knowledge up to date).

What do we offer?

A role with diverse responsibilities where no two days are the same. You’ll work in an enthusiastic team within an informal, fast-growing, and flexible organization. We encourage ambitious employees and further their development.

Ready for the challenge?

Do you recognize yourself in the profile above and want to be part of a forward-thinking organization? Then apply using the application button.

• Seniority Level
• Associate
• Transportation, Logistics, Supply Chain and Storage
• Employment Type
• Full-time
• Job Functions
• Customer Service
• Skills
• Troubleshooting
• Technical Support
• Problem Solving
• Customer Service
• Mechatronics
• Customer Satisf

What do we offer?

A role with diverse responsibilities where no two days are the same. You’ll work in an enthusiastic team within an informal, fast-growing, and flexible organization. We encourage ambitious employees and further their development.

This is a remote position based in Germany. Candidates located near the Dutch border are preferred, as the role requires travel to the office approximately one week per month.

Ready for the challenge?

Do you recognize yourself in the profile above and want to be part of a forward-thinking organization? Then apply using the application button.