Act as the key contact for customers post-delivery to ensure service aligns with SLAs or warranties and manage first-level escalations.
Collaborate with customer success and product teams to ensure service delivery supports broader business goals.
Monitor all service and support subscriptions and develop plans to proactively reach out to individual customers periodically.
Analyze KPIs to assess product performance and customer satisfaction scores, providing periodic reports to management.
Ensure any support provided outside of standard SLAs is properly registered and billed to the customer.
Relay customer feedback to relevant departments to drive product improvements, new feature development, or contractual updates.
Participate in periodic audits to identify opportunities to improve standard SLAs and service-related Terms & Conditions.
Provide insights to the Sales Team to assist in proposal creation for additional sales or system renewals with existing customers.
Work closely with internal teams like Supply Chain, Account Management, and Service Engineering, as well as external customers and suppliers.

BA degree (or higher) in Engineering, Business Administration, or a related field, complemented by technical training or experience.
Over 3 years of experience in customer service management roles, preferably within the industrial or technology sectors.
Proficiency in using service management software (Jira), CRM systems, and a solid understanding of product lifecycle and configuration management.
Proven experience with commercial and contract management.
Fluency in both written and spoken English; Dutch language skills are considered a plus.
A customer-focused mindset with the ability to remain calm, prioritize effectively, and de-escalate stressful situations.
Strong interpersonal skills with the ability to interact effectively across diverse cultures and backgrounds.
Office-based role (with remote work possibilities) requiring occasional travel.

Working for a Great Place to Work® certified company;
Comprehensive pension plan;
Commuting allowance: our teams work hybrid;
30 days of paid holiday leave (with the possibility to buy 3 additional days);
Opportunities to develop your skills even further through training and certifications;
High quality laptop/desktop, monitor, noise canceling headphones, and any other equipment necessary for your role;
An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!

Customer Service Manager

Key skills