Customer Support, Strategic Service Desk

Customer Support, Strategic Service Desk

As a member of the Customer Support - Service Desk Team, you will work alongside other experienced Agents to handle all EMEA customers who reach out to Fluke for calibration or repair of their units. You will serve as the connection between our customers and our Service Technicians and Logistics teams based in our Labs in Eindhoven (NL), Cologne (DE), and Norwich (UK). Your working day will start between 7:30 and 9am, according to your needs. Along with the rest of the team, you will be responsible for processing service requests in Oracle, organizing shipment collections, managing our RMAs backlog, handling email communications in Outlook, solving logistical issues with our internal teams and carriers, and performing any other tasks specific to your assigned region and team.

The Service Desk Team is divided into five sub-teams that work in harmony and assist each other through an organized workflow. This ensures that we maintain the same high standards and consistent communication with all customers, regardless of their location. The team consists of 4 agents from around the world, led by a manager focused on Continuous Improvement.

RESPONSABILITIES

• Work with our partners, suppliers, and customers located mainly in Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT)
• Handle internal and external customer inquiries via phone or email
• Create service orders in the systems for equipment coming in for repair or calibration
• Prepare and provide pickup labels, master packing lists, and dangerous goods information
• Manage our Loaner pools in the UK and NL, when applicable
• Monitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to target
• Follow communication procedures, guidelines, and policies
• Liaising with Third-Party Suppliers
• Raising and maintaining PO
• Uploading Calibration Documents into Met Team & Quality checking the information & results on the Calibration Certificates

EDUCATION/EXPERIENCE REQUIREMENTS

Intermediate vocational degree (MBO) OR minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position, where you have handled at least one of the following tasks:

• Managing incoming emails and phone calls
• Recording administrative tasks in company systems (e.g., Oracle, SAP, etc.)
• Handling Supplier queries

SKILLS REQUIREMENTS

• Good digital literacy, particularly with the MS Office package.
• Accuracy in generating and processing data.
• Strong team player.
• Excellent communication both internally / externally.
• Proactive problem-solving attitude.

WHAT WE OFFER

• A multi-cultural and informal environment with a focus on inclusion and diversity
• Full-time contract
• Flexible office hours (start between 8.00am and 8.30am and end between 4 and 4:30pm)
• Access to a global company with ample opportunities for growth and development
• Access to our Fortive Business System tools, with the possibility to become a specialist or champion in one or more of them in the future