Customer Service & Incident Management
- Provide functional leadership to the Customer Service team in incident handling
- Coordinate and manage escalations for complex incidents
- Analyze error patterns and conduct root-cause analyses
- Continuously improve incident, support, and communication processes
- Monitor KPIs, SLAs, and overall service quality
- Manage sales partner integrations end to end, from initial requirements through to production operations
- Support web service and API integrations
- Coordinate testing, acceptance, and go-live activities
- Ensure complete integration and operational documentation
- Analyze and optimize end-to-end processes within the European tolling environment
- Collaborate with EETS Providers, Toll Chargers, and sales partners
- Ensure consideration of regulatory, technical, and operational requirements
- Develop best practices, standards, and opportunities for automation
- Prepare quality analyses, status reports, and decision-making documents
- Collaborate closely with Finance, Tolling, OBU Management, Customer Service, Registration, Sales, Partner Management, Toll4Europe, and technical teams
- Facilitate business and technical alignment meetings and workshops
- Manage escalations and build long-term partner relationships
- Analyse von Fehlerbildern sowie Durchführung von Root-Cause-Analysen
- Analyse und Optimierung von End-to-End-Prozessen im europäischen Mautumfeld
- Conduct training sessions for sales partners and their employees
- Provide training on platform, support, and incident-handling processes
- Develop training materials, guidelines, and knowledge-sharing content
- Ensure sustainable knowledge transfer across the organization
Qualifications
- University degree in Business Information Systems, Computer Science, Business Administration, Industrial Engineering, Transportation Economics, Logistics, or a comparable discipline
- Alternatively, a technical or commercial vocational qualification combined with relevant additional qualifications and extensive professional experience
- Additional qualifications in Project Management, Service Management, or Process Management are an advantage
- 5-8 years of experience in Customer Service or Service Management
- 3-5 years of experience in Integration Management
- Several years of hands-on experience in EETS and the European tolling environment
- In-depth knowledge of collaboration between EETS Providers, Toll Chargers, and sales partners
- Experience with OBU, registration, billing, transaction, complaint, and support processes
- Experience managing complex integrations and international partner onboarding
- In-depth knowledge of Incident, Problem, KPI, and SLA Management
- Experience conducting training sessions and workshops
- Very good understanding of technical platforms, web services, and API interfaces
- Knowledge of JSON and XML
- Experience with ticketing, incident management, and support systems
- Experience in process analysis, quality management, and continuous improvement
Working Environment
- Working Environment: International and cross-functional
- Fluent written and spoken English (mandatory)
- Very good command of Dutch, French, or German
- Additional European languages are an advantage
- Ability to successfully bridge technical and business requirements
- Experience providing functional leadership without direct personnel responsibility
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Senior EETS Integration & Customer Service Manager (m/w/d/x) Arbeitgeber: Deutsche Telekom
Die Deutsche Telekom Geschäftskunden GmbH ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern nicht nur ein dynamisches und unterstützendes Arbeitsumfeld bietet, sondern auch vielfältige Möglichkeiten zur persönlichen und beruflichen Weiterentwicklung. Mit einem klaren Fokus auf Digitalisierung und Innovation fördern wir eine Kultur der Zusammenarbeit und Vielfalt, in der jeder Einzelne geschätzt wird und die Chance hat, zum Wachstum des Unternehmens beizutragen. Unsere Mitarbeiter profitieren von attraktiven Benefits und einer klaren Vision, die uns als führenden digitalen B2B-Telco positioniert.
