Service Techniker

Job descriptionTitle: Service TechnikerReports to: Commercial Head Germany & Austria (direct line) Head of After Sales Europe (dotted line)Location: Köln, GermanyCompany Description Segway-Ninebot is a global pioneer in high-tech electric mobility, dedicated to revolutionizing how people move. Our mission is to simplify the movement of people and goods, making life more convenient and captivating. Beyond leading innovation in micro-mobility, we are deeply engaged in service robotics and intelligent short-term transportation. With the headquarters stationed in Beijing, China, we focus on research, development, design, and distribution of cutting-edge short-distance transportation solutions.

Segway-Ninebot Europe operates with branches in The Netherlands, Spain, France, and Germany. General Description You are responsible to deliver an excellent service experience to our customers, manage day-to-day business and develop appropriate standards and processes to continuously elevate the overall service experience. This position communicates with all KA’s aftersales team and service supplier for externally. In the same time also need to interact corresponding departments and our other offices located in Europe internally, to provide and process information in response to (technical) inquiries, concerns, complaints and other product related questions.

Key Responsibilities Responsible for the country's overall service costsCustomer focused: support retailers (B2B) either by telephone or electronically concerns or complaintsOperational excellence: you must understand and own every aspect of the service supplier’s performance. Manages the service level with daily operation. Operate mainly from your desk where you advise and follow up on customers on technical queries.

Process warranty claims of the dealers in SAPObtain and evaluate all relevant information to handle inquiriesAdvise and follow up on customers on technical queriesDirect requests and unresolved issues to the designated resourceCommunicate and coordinate with internal departmentsQualifications and Skills Bachelor degree preferable in a technical areaExcellent knowledge of customer service principles and practicesTechnical acumen is required – you must develop a knowledge of all Segway productsKnowledge of administrative proceduresAble to work independently and exercise good judgementFluent in German and English, both verbal and writtenAdvanced use of Microsoft OfficeProactive attitude and taking initiativeTeam player with excellent communication and listening skillsCustomer driven mindsetProblem analysis and problem-solvingHigh attention to detail and accuracyData collection and orderingStress tolerance