As Customer Services Specialist (1st level support), you are the first aid services for our customers and set the call priority. You are responsible to check SLA’s and to dispatch to the 2nd level. You manage the planning and scheduling of 2nd level resources and monitor/control the ticket queue. You will plan the preventive maintenance according to the agreed SLA’s. Afterwards you check the readiness of the work and plan if needed follow up with the customer.

You will act as a brand ambassador by modelling the Kardex Remstar Core Values in every interaction with customers & colleagues and be the face of the Life Cycle Service department at our customer sites across the region.

In this important role you must prove to be flexible and willing to commit the time and effort necessary to meet our customers’ needs ensure customer satisfaction and loyalty during every interaction.

Main responsibilities:

• Plan preventive maintenance accordingly to the contracts
• Take action to give 1st line support towards the customer
• Plan all activities regarding maintenance for your regional area
• Plan activities following the SLAs in detail
• Plan activities of the field technical staff following skill matrix (Team size: aprox.10 technicians)
• Recontact engineers in case of exceeding planned work time
• Check previous planning and re-program services visits not done
• Communicate with project manager / administration & logistics / field management /LCS manager to setup & verify planning priorities
• Manage repeat visit/crash (offer, ordering parts, date of delivery for parts, communication with customer)
• Answer internal phone calls technical staff (if explanation is needed)
• Follow & update IT tools (B1/SAP Workforce Planner) and spare parts kits
• Give feedback on work in progress to customers and local
• Invoice the incidents provided not included in contracts
• Single point of contact for the customer and registration if the customer request for maintenance, support or other items

What we offer:

• A motivating compensation & benefits package
• Nice team environment
• A multinational work culture that supports you to be successful and work across-countries and functions
• Mobile and flexible working possibility
• Laptop & iPhone
• Background of a stable and prosperous company
• Personal and professional career development via our Kardex Academy