The organization

Our client is one of the leading brands in the maritime safety market.

The organization produces IT and electronic equipment for the maritime markets. They have a solid reputation in the shipping industry thanks to their specialized experience in Voyage Data Recorders (VDR 'maritime black box') and position indication beacons. The VDR products are assembled in the Zoetermeer office and all the maritime products are sold by the own sales team through  distributors to shipping companies and shipowners all over the world. 

The office in NL is based in Zoetermeer and the UK office is based in Portsmouth. Our client is looking for strong candidates who like a challenge and are willing to go the extra mile to support and help the business to be successful.

Within the Zoetermeer office there is a vacancy for a 

CUSTOMER SUPPORT MANAGER

The position

The Customer Support Manager is to ensure that the customer support team will provide quality after-sales-support and periodic APT’s on a timely basis, in order to ensure reliable use, highest uptime of products and highest customer satisfaction. You will manage 6 customer service officers in the Netherlands and 3 customer service officers in the UK.

Responsibilities - what we expect from you?

• To manage and lead the Customer Support Team, on a daily basIs, with respect to delivering first time right and timely responses and actions to all her stakeholders;
• To ensure that customer support requests are dealt with within the company agreed reaction time;
• To suggest, create and meet contractual obligations with respect to customer support services, while maintaining highest customer satisfaction;
• To inform all the stakeholders on changes in serviceability of the products by issuing Service Bulletins when appropriate;
• To drive service revenue by maintenance interventions on the products out of warranty;
• To provide warranty services according to agreed warranty terms with customers;
• To ensure that APT results and Certificate of Compliances are provided within the company set time frames;
• To periodically report the COO on progress of the assigned customer support tasks;
• To maintain the operational progress in the applicable company (ERP, service ticketing and CRM) systems;
• To do whatever is necessary to secure the interests of the company.

Candidate profile:

• European education level BA/BSc or equivalent work experience in Customer Service;
• Technical experience and/or knowledge is required (preferably electronics/electrical engineering);
• Experience in the maritime or related sector desirable;
• Knowledge of ERP and CRM systems - SAP by Design and Salesforce;
• Effective communication in English, both verbally and written.

What will our client offer?

• Competitive market conform salary;
• Great challenge and a lot of room for initiative and ideas;
• Dynamic and stimulating working environment;
• Flat organization and informal company culture;
• International and a melting pot of different cultures. 

Interested?

Please apply to: 

Employment Services B.V.

t.a.v. Diederik Leeman, consultant

Oude Utrechtseweg 18 B

3743 KN BAARN

T: 035-5435430

M: 06-53832111

E: [email protected]

I: www.employmentservices.nl