Service Desk Agent Germany

We are looking for someone to join Tektronix Service Solution Organization (SSO) and work together with all other departments of the company to ensure we meet our targets, designed to provide excellent service for our customers and growth opportunities for our company.

As a member of the Fluke Service Desk German team, you will be based in Cologne, working with teammates based both in Cologne and Eindhoven (NL) and reporting to the Service Desk Manager based in Eindhoven.

You will be the connection between our partners and customers located in Germany and our logistics and technical teams based in Eindhoven (NL), Cologne (DE) and Norwich (UK).

You will be the main point of contact for orders and queries related to the repair and calibration of tools and will be responsible to ensure that our customers’ questions are answered and their service requests fulfilled.

Your main tasks will be

• Handle customer questions coming in by phone or email.
• Work with our partners and customers located in Germany when their equipment needs repair or calibration, providing prices, creating return orders into our system and communicating references and shipment process.
• Monitor the turnaround time of our service orders and keep customers updated about the status of their tools, creating price quotations when needed.
• Manage in a timely and professional manner our customers’ complaints.
• Work with our finance department to ensure invoicing is correct and payments can be collected.
• Monitor the KPIs via Visual Management, identify deviations in time and apply Problem Solving to close gaps to target.
• Learn and follow all customer service procedures and policies.
• You will have a hybrid way of work, with minimum 3 days working from the office in Cologne, and occasionally will need to travel to the headquarters in Eindhoven (approximately twice per year).
• Intermediate vocational degree
• Minimum Years of experience required
• Minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position where you have taken care of at least one of these tasks:
• Managing incoming emails and phone calls
• Recording of administrative tasks in company system (e. g., Oracle, SAP, etc.)
• Handling of customers’ complaints
• Basic technical knowledge of test and measurement products is a plus.
• Required Skills and Competencies
• Fluent English and German, both spoken and written. Any other European language is a bonus.
• Excellent digital literacy, in particular MS Outlook and Excel.
• Accurate in generating and processing data.
• Team player.
• Excellent communication skills and customer handling skills.
• Desired Competencies (good to have)
• Attitude to problem solving.
• Comfortable with change.

Tektronix is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Candidates with less education/experience may be considered for other opportunities.

#J-18808-Ljbffr