Auf einen Blick
- Aufgaben: Unterstütze Kunden bei Kalibrierung und Reparatur ihrer Geräte.
- Unternehmen: Fluke, ein innovatives Unternehmen mit multikulturellem Team.
- Vorteile: Vollzeitvertrag, hybrides Arbeitsmodell und flexible Arbeitszeiten.
- Weitere Informationen: Wachstumsmöglichkeiten in einem internationalen Umfeld.
- Warum dieser Job: Werde Teil eines dynamischen Teams und entwickle deine Fähigkeiten weiter.
- Qualifikationen: Erfahrung im Kundenservice und gute Kommunikationsfähigkeiten.
Das prognostizierte Gehalt liegt zwischen 35550 - 43450 € pro Jahr.
Day in the life of a Customer Support - Service Desk Representative
As a member of the Customer Support - Service Desk Team, you will work alongside experienced Agents to support EMEA customers who reach out to Fluke for calibration or repair of their units.
You will serve as the connection between our customers and our Service Technicians and Logistics teams based in our Labs in Eindhoven (NL), Cologne (DE), and Norwich (UK).
Your working day will start between 7:30 and 9am, according to your needs.
Along with the rest of the team, you will process service requests in Oracle, organize shipment collections, manage our RMAs backlog, handle email communications in Outlook, solve logistical issues with our internal teams and carriers, and perform the tasks specific to your assigned region and team.
Success in this role means monitoring KPIs via Visual Management, identifying deviations in time, and applying Problem Solving to close gaps to target.
Responsibilities
- Work with our partners, suppliers, and customers located mainly in Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT).
- Handle internal and external customer inquiries via phone or email.
- Create service orders in the systems for equipment coming in for repair or calibration.
- Prepare and provide pickup labels, master packing lists, and dangerous goods information.
- Manage our Loaner pools in the UK and NL, when applicable.
- Monitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to target.
- Follow communication procedures, guidelines, and policies.
Your Team
The Service Desk Team is divided into five sub-teams that work in harmony and assist each other through an organized workflow.
This ensures that we maintain the same high standards and consistent communication with all customers, regardless of their location.
The team consists of 16 agents from around the world, led by a manager focused on Continuous Improvement.
Experience
- Intermediate vocational degree or minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position.
- Experience handling internal and external customer inquiries.
- Experience managing incoming emails and phone calls.
- Experience recording administrative tasks in company systems, e. g., Oracle or SAP.
- Experience handling customer complaints.
Personal Skills
- Fluency in speaking and writing in English and German; knowledge of French or Dutch is a plus.
- Good digital literacy, particularly with the MS Office package.
- Accuracy in generating and processing data.
- Strong team player with excellent communication and customer handling skills.
- Proactive problem-solving attitude.
Why you should join Fluke
- A multi-cultural and informal environment with a focus on inclusion and diversity.
- Full-time contract with a hybrid work model, with minimum 3 days working from office and 2 working from home.
- Flexible office hours: start between 7:30 and 9am and end between 4 and 6:30pm.
- Access to a global company with ample opportunities for growth and development.
- Access to our Fortive Business System tools, with the possibility to become a specialist or champion in one or more of them in the future.
Customer Support Representative Arbeitgeber: Fluke Corporation
Fluke ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in der Rolle des Service Systems Engineer die Möglichkeit bietet, in einem dynamischen und innovativen Umfeld zu arbeiten. Mit einem starken Fokus auf kontinuierliche Verbesserung und technische Exzellenz fördert das Unternehmen eine Kultur der Zusammenarbeit und des Wissensaustauschs, während es gleichzeitig umfangreiche Möglichkeiten zur beruflichen Weiterentwicklung und Schulung bietet. Die Lage in einem modernen Laborumfeld ermöglicht es den Mitarbeitern, an spannenden Projekten zu arbeiten und direkt mit verschiedenen Fachbereichen zusammenzuarbeiten, was zu einer erfüllenden und bedeutungsvollen Karriere führt.
