Manager Customer Service Job in Eindhoven, Netherlands

Phenom-World is now globally the yearly number 1 manufacturer of desktop scanning electron microscopes and imaging and analysis packages for sub-micron-scale applications.

Our SEM-based systems are used in a broad range of markets and environments. We continuously invest, develop and integrate our products to help customers improve their return on investment and time to data, and to increase system functionality.

With representatives in more than 40 countries and a fast-growing installed base, we are committed to supporting our customers with our highly skilled team of specialists who provide application and service support on a global scale.

Phenom-World is based in the high-tech region of Eindhoven in The Netherlands. This strategic position and collaboration with partners give Phenom-World access to the newest technologies and best resources for developing state-of-the-art equipment and applications. We help our customers with excellent and fast results from the micro and nano world by supplying worry-free imaging and analysis.

Manager Customer Service Job Description

Job Goal:
This vacancy offers a great opportunity to grow and develop  the customer service department of Phenom-World. The manager customer service is expected to build a world class service team that is able to technically support our WW installed base of electron microscopes and provide training to our customers and distributors in our training center. The team currently consists of 4 FTE, but is expected to grow in the near future. Key-words for this function are: customer focus, continuous improvement, people development, service training, product quality and communication. The manager Customer Service is also expected to take responsibility for certain service business aspects. You will report to an MT-member, in this case the Director of product management.
 
Job responsibilities

• Work closely together various departments such as R&D, applications, sales, logistics and production to continuously improve our customer service capabilities and training programs,.
• Work closely together with, and visit customers and distributers to jointly develop strategies to enhance service levels and customer satisfaction.
• Collect, analyze and report data on the product performance as well as on your team’s performance and use this information to improve product quality, service processes and people skills.
• Lead, coach and inspire your team members, while ensuring a good team spirit and high quality services.
• Ensure that customer service requests and escalations are handled effectively and efficiently.  
• Represent your department in our product generation process
• Manage all service aspects of our new product introduction process in a proactive manner.
• Maintain and develop training programs for existing and new products for distributors and customers.
• Work with sales and product management to grow service business.
• Manage your team to execute Final Acceptance Tests
• Stimulate effective communication with customers, distributors and colleagues throughout the company

Manager Customer Service Job Requirements

We are looking for a person who:

• Is an enthusiastic and ambitious person with a technical background and has strong communication skills
• Preferably + 2 years of experience in a high-tech customer service environment and leading a (small) team
• Has successfully completed a technical study (in electronics, mechatronics, physics or mechanical engineering) HBO or TU level.
• Is passionate about providing the best possible level of customer service and to lead the team and to become a successful, internationally oriented service center. Cooperation and co-creation are key to our success.
• Has the ability to engage with others in a constructive way and can manage relationships successfully.
• Is eager to truly understand all aspects of customer service and can align the needs and concerns in order to do what is best for Phenom-World.
• Has an entrepreneurial mindset. Is willing to take calculated risks to achieve success.
• Has a natural drive to take responsibility/ownership to get the work done, stay focused and be pro-active.
• When needed, you are hands-on in providing support to the service engineers.
• Is willing and able to travel internationally, up to 10 percent or more as required.
• Is excellent in the English language (verbal and non-verbal).

Manager Customer Service Application Information

What Phenom-World offers:

• We have a talented group of passionate people whose daily enjoyment is as important as the work itself. Giving the space and freedom they need to innovate is what makes us unique. You will feel “free to achieve”.
• A great deal of variation combined with technical and customer service challenges.
• An attractive company culture whose corporate values are engagement, entrepreneurship and working together.
• Plenty of room for own initiative and personal development. We aim for an organization with the least possible procedures and regulations.
• A key position in one of the fastest growing high-tech companies in the Netherlands.
• Not a single boring working day.
• A competitive set of employment terms, based on local standards.
• Every day we enjoy our company served lunch, all departments (mixed) together.
• Fulltime, 40 hours a week

Manager Customer Service Summary

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