Manager After-Sales & Technical Support
Almere, Flevoland, Netherlands (on-site)
As Manager After-Sales & Technical Support, you are responsible for a reliable, efficient, and customer-focused service organization. You lead both the after-sales activities and the technical support team, ensuring optimal customer satisfaction. At the same time, you develop the processes, tools, and structures needed to build a future-oriented and scalable service department.
With your leadership, you elevate our services to the next level, while working closely with internal and external stakeholders to drive continuous improvement.
Responsibilities
Process management
- Ensure the efficient execution of all after-sales processes (RMA, SLA management, ticketing, spare parts, back-office integrations)
- Develop, implement and optimize service procedures and work instructions
- Analyze service, incident, and customer data and translate insights into improvement actions
- Monitor and report on KPIs and SLAs (response time, resolution time, NPS)
- Safeguard quality and compliance with internal standards
- Manage spare parts propositions and pricing
- Optimize support tools such as ticketing systems, monitoring tools, and knowledge bases
- Work closely with R&D/Product Development to translate customer feedback into product improvements
Strategy & Relationship Management
- Develop and defend a clear service vision aligned with the company strategy
- Maintain relationships with key-accounts, partners and suppliers
- Translate market and customer needs into improvements in the service offering
Monitor innovations and trends within the sector and share insights internally
Leadership & Team Development
- Lead the after-sales and technical support team (L2/L3) and foster their professional growth
- Organize technical training sessions and development programs
- Act as an escalation point for complex technical or customer-related issues
Projects & Collaboration
- Lead and support cross-functional projects within operations and commercial teams
- Ensure strong collaboration and alignment between departments
- Periodically report KPIs, trends and improvement projects to the Head of Commercial Operations
Required skills and experience
- Hold a Bachelor’s or Master’s degree, or have an equivalent level of thinking and working ability, preferably in a technically oriented field
- Have at least 5 years of experience in a service, after-sales or support management role within a technical environment (experience in EV/charging stations is a plus)
- Show a proven experience in leading and developing multidisciplinary teams
- Familiar with service processes, reporting, KPI management and customer-focused improvement projects
- Communicate fluently in Dutch and English
- Combine strong analytical skills with a hands-on customer-oriented approach
Our offer
- A competitive salary
- A solid pension plan and health insurance
- Opportunities for professional development and personal initiative
- Working in an exciting and innovative sector
- Career growth opportunities within the organization
- A pleasant working environment with great colleagues
