Customer Service Representative - Hengelo OV, Nederland - Enerpac Tool Group Corp

• After Sales Support: Act as the primary point of contact for customers needing assistance with after-sales services for heavy lifting and machining products. Respond promptly and professionally to customer queries, provide accurate information, and offer guidance to address their concerns. Keep track of the After Sales mailbox and Sales Force.
• Service Coordination: Manage and schedule service requests for field commissioning, repairs, and maintenance. Coordinate with internal technicians, field service engineers, and external vendors to ensure efficient service delivery. Assist in creating, distributing, and following up on service/inspection reports and proposals.
• Technical Troubleshooting: Identify and resolve technical issues reported by customers, offering remote or on-site support as needed. Collaborate with technical teams to diagnose root causes, implement solutions, and ensure customer satisfaction.
• Spare Parts Management: Maintain an inventory of spare parts and consumables for equipment. Coordinate with suppliers and logistics teams to ensure timely delivery of required parts to support service activities.
• Warranty Administration: Oversee warranty claims, ensuring compliance with warranty terms. Collaborate with customers, service providers, and internal teams to process claims, track progress, and provide updates. Contribute to reducing overall warranty costs.
• Documentation and Reporting: Keep accurate records of customer interactions, service requests, and resolutions using appropriate systems. Generate reports on after-sales activities, including service performance metrics and customer feedback, to identify areas for improvement.
• Cross-functional Interaction: Assist the Aftermarket manager in analyzing commercial data, identifying trends, and developing growth strategies. Collaborate with various departments including sales, production, customer service, quality, and engineering.

Required Capabilities:

• Bachelor's degree (HBO) in a relevant field (e.g., Engineering, Business Administration) or equivalent experience.
• Minimum 5+ years of proven experience in aftersales support or service coordination, preferably in capital equipment industry.
• Strong technical aptitude and problem-solving skills.
• Exceptional organizational skills and ability to prioritize tasks efficiently.
• Outstanding communication skills in Dutch and English, with knowledge of German as a plus.
• Proficiency in CRM software, ERP systems, and Microsoft Office Suite.
• Customer-centric mindset and dedication to delivering exceptional service.
• Ability to work independently and collaboratively in a team setting.
• Flexibility to travel occasionally for onsite support and service coordination.