Netherlands Job Openings

Robin Radar Systems B.V.

Customer Service Manager

The Hague

FULL TIME

October 31, 2024

Ready to drive customer satisfaction and service excellence?

As a Customer Service Manager at Robin Radar, you will be a vital link between a selected group of Robin's customers and our internal teams. You will use your people skills and relationship to guide your key accounts during service requests and act as the voice of the customer within the Service & Support (S&S) department. The accounts assigned to this role will initially consist of Bird Radar customers (Wind Farms, ecological research organizations, airports, etc.). The technical support will be provided by your colleagues from the S&S department. With knowledge on our products and specifications, and maintaining strong relationships with your accounts, you will ensure the upholding of our SLAs and continued success.

Responsibilities:

Serve as a primary point of contact for customer inquiries, ensuring timely and effective resolution by the S&S department (systems and/or hardware team) according to the Service Level Agreements (SLAs) and warranty terms.
Act as the first point of escalation for customers, coordinating with internal teams (both within S&S and other departments) to address complex or urgent issues.
Ability to develop an understanding of Robin's products, including their specifications, capabilities, and limitations, to provide accurate and informed support.
Proactively monitor S&S subscriptions, conducting periodic customer outreach to assess product performance and satisfaction.
Ensure that any support provided outside of the standard SLA is properly documented and billed to the customer.
Prioritize support requests based on SLAs, company KPIs, and input from key stakeholders when needed.
Participate in periodic audits of Terms and Conditions (T&Cs) to improve Robin's SLA's and S&S related T&C's.
Provide insights and feedback to the business development team to support proposal development for additional sales or system renewals to existing customers.

BSc. in a technical field, preferably Electrical Engineering. An additional business course or degree is considered a plus.
At least three years of experience in a commercial & customer facing role.
Willing and able to build and maintain a close relationship with customers to get a deep understanding of the customer's business. Occasional travel is required.
Strong interpersonal skills, with the ability to communicate with colleagues and customers at different levels of the organization.
Ability to "own" SLAs and enhance both revenue and customer satisfaction in the service and support phase.
An understanding or experience with radar systems or similar complex and high value electronic systems is a plus.
Experience with Jira or similar ticketing systems is a plus.

Additionally, depending on the role and its responsibilities we may request a certificate of conduct (VOG) before or during the employment period. We appreciate your understanding and cooperation in this matter.

N.B. All applicants, we realize that this is quite the list and people come with various levels of experience. Don't be afraid to apply even if you feel you don't meet every desired skill. Our mission is a journey and there's plenty to learn on the way!

But of course, you should identify with our core values: trust, responsibility & transparency.

What's in for you:

Working for a Great Place to Work® certified company;
Opportunities to develop your skills even further through training and certifications;
Flexibility to be on the top of your game. We do not only have flexible hours, but we are a hybrid work environment as well. Rather work from home and get some focus time? No problem!
High quality laptop, monitor, work phone, noise canceling headphones, and any other equipment necessary for your role;
An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!

Robin is a technology leader in tracking and classification of small objects. Our mission is to increase the safety of people and wildlife by preventing bird strikes in aviation, reducing the environmental impact of wind farms, and protecting humans and critical infrastructure against drones. We achieve this by combining purpose-built radars with unique software algorithms. This powerful combination allows us to provide actionable information that empowers users to prevent serious incidents.

We’re growing. Fast. In fact, we are one of the Top 250 Scaleups in the Netherlands. But despite this growth, we stay true to our core values of trust, transparency and responsibility. At Robin, our accomplishments rely on our remarkable team of dedicated professionals who bring passion to their work every day.

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