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Customer Service Lead

The Netherlands - Eindhoven |

Customer Service Lead

As the Customer Service Lead, you will be responsible for overseeing the customer service performance for our key customers, with a strong focus on operational excellence, cost management, and continuous improvement. You will ensure the delivery of high-quality after-sales service, driving exceptional customer satisfaction and operational efficiency.

We are Prodrive Technologies

We are dedicated to creating meaningful technologies that make the world work. We want to contribute to innovations that tackle major challenges in society, such as improving the quality of medical imaging. Besides, our technologies contribute to reducing the global dependency on fossil fuels and minimizing human exposure to air pollution. In other words, we create meaningful technologies that make the world work.

About the role

In this role, you will collaborate closely with cross-functional teams, including the Customer, Quality engineers, Customer Account Teams, Life cycle management Teams, and other internal stakeholders. Your focus will be on enhancing customer satisfaction and extending the lifetime of our customers’ products by proactively addressing issues, managing service delivery timelines, and implementing continuous improvements within the customer service process.

By fostering a culture of operational excellence, driving cost-effective solutions, and ensuring timely resolution of customer challenges, you will strengthen customer relationships, maximize product performance, and contribute to the long-term success of both the company and its customers.

Key Responsibilities

  • You will lead & support the team of the system analysis engineers.
  • Oversee the timely and effective resolution of customer requests, including Root Cause Analysis, repairs, and upgrades.
  • Track and monitor team KPIs, set objectives and ensure alignment with company targets.
  • Collaborate with process engineers to implement improvements in customer service specific processes.
  • Train, mentor, and support team members, fostering continuous professional growth and skill development.
  • Handle the escalation of complex issues, ensure swift and appropriate resolutions.
  • Cultivate and maintain strong, long-term relationships with key customers, ensuring customer satisfaction
  • Manage inventory, tools, equipment, and personnel to ensure optimal utilization and smooth operations.
  • Ensure adherence to safety and quality standards.

Profile

  • Bachelor’s degree in Engineering (such as Electronics), Industrial Engineering & Management, or an equivalent field.

  • Minimum experience of 3 years in leading (technical) teams and managing performance.

  • Exceptional communication, organizational, and interpersonal skills.

  • Ability to lead and motivate a diverse team while maintaining high service standards.

  • Strong problem-solving skills and the ability to make quick, informed decisions.

  • Ability to work under pressure and manage multiple tasks in a fast-paced environment.

  • Proficient English, both written and verbal.

Apply as Customer Service Lead
Apply as Customer Service Lead

The Prodrive Technologies Mindset

Responsibility

You don’t just go to work, you feel responsible for your project

Flexible

You decide when, where and how much you want to work

Manufacturing

You like to think about manufacturability when designing

Initiative

You don’t sit and wait, you have a hands-on mentality

Have you got what it takes to become a Prodriver?
Apply now

What we offer

  • Perfect environment for those eager to develop themselves and take full responsibility for a project.
  • Many opportunities for personal and professional development, along with the flexibility to explore diverse roles across various projects.
  • A young and dynamic culture which stimulates innovative thinking and taking initiatives.
  • Personal budget just for you to learn new things. Your growth is our priority.
  • Flexibility of a 24/7 work environment with provided lunch, dinner, and access to our company gym.
  • Personalized development plan to craft your future.
  • You will receive essential tools if these are necessary to perform your job (i.e. iPhone and laptop).
  • On-campus sports facilities enable you to incorporate exercise seamlessly into your work routine.
  • A performance-driven salary that grows with your accomplishments.
  • Unlock the opportunity to become a shareholder and entrepreneur within the company.
  • Travel allowance based on the days you are actually at Prodrive Technologies.
  • Work-life balance with at least 33 vacation days per year.
  • Access a retirement plan.

Application steps

  1. Your journey with us starts with a swift review of your application by one of our recruiters.
  2. In some cases, if we see a potential fit, you will receive an exclusive link to our online aptitude test to assess if you’re up for the challenge.
  3. We will schedule a personal interview not only to determine if your skills match the job, but also to see if there is a spark between you and Prodrive Technologies.
  4. To complete the application journey we will send you a suitable offer and once you sign, we can welcome you to the Prodrive Technologies family.
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