Generalist Technical Customer Service (m/f/d) Wachtberg near Bonn

About Us

Heizkurier GmbH has been reliably, quickly, and safely supplying its customers with demand-oriented mobile heating systems for heating, hot water, warm air, and mobile cooling since 2007. The fleet of rental units nationwide consists of over 700 mobile heating & cooling units and a total of over 1,200 rentable devices. For the most important performance classes, Heizkurier GmbH also offers mobile heating and cooling systems for sale. For exceptional requirements, Heizkurier GmbH creates tailor-made energy solutions and accompanies its customers from planning to commissioning.

Responsibilities

• Customer Service & Support
• Telephone and written advice for customers on technical faults, user questions, and product-related concerns
• Processing and managing incoming online tickets as well as support with questions regarding orders, shipping status, returns, exchanges, and spare parts
• Independent processing of complaints, service requests, and warranty cases

Administration:

• Support and maintenance of the customer portal and complaint tool
• Creation of offers and cost estimates, for example for repairs or spare parts
• Obtaining and documenting repair approvals as well as maintaining device data, status information, and service histories
• Ensuring complete documentation of all service processes in the CRM and ERP system
• Creation of evaluations and reports, for example on service cases, processing times, or complaint rates
• Monitoring and ensuring the timely return of repaired devices to customers

Operational Day-to-Day Business:

• Receiving customer devices and recording them in the ERP system
• Analysis of recurring fault patterns to identify optimization and improvement measures
• Coordination and monitoring of repair orders
• If necessary, support in the field as a service technician, including delivery and collection of units as well as carrying out maintenance work

Profile

• Completed technical or commercial apprenticeship or equivalent
• Professional experience in technical customer service, customer service, or service environments
• Basic technical understanding and interest in technical products and systems
• Proficient use of MS Office
• Experience with CRM, ERP, or service management systems
• Very good German language skills in spoken and written form
• Strong service and customer orientation
• Structured, meticulous, and independent way of working
• Organizational skills and ability to prioritize parallel processes

We Offer

• Job with Foresight! Here you have room for ideas and the opportunity to develop yourself further with us - both professionally and personally
• Recharge Your Batteries! Enjoy 30 days of vacation per year, with additional special leave and regulated working hours from Monday to Friday
• Stay Healthy! Benefit from regular preventive check-ups and comprehensive health management - with a subsidy for old age, you are even better protected
• Get Started! We rely on personal onboarding, thorough training, and regular feedback sessions
• Welcome to the Team! A motivated team where everyone is received with open arms - flat hierarchies make it possible!
• Celebrate With Us! Whether at company parties, Christmas parties, or casual meetups - team dynamics come alive here!
• An Unlimited Contract! Because we plan for the long term with you!

Contact

[email protected]