Customer and Technical Service Specialist German Speaking

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
Requirements

• Non-negotiable starting date: 1st of December
• Strong technical (mechanical engineering) understanding of troubleshooting, assembly, or installation processes
• Excellent communication skills in GERMAN both written and verbal formats minimum C1, 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

Benefits

• The role is based in Amsterdam and requires full German language proficiency.
• Competitive salary + annual bonus
• 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.

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