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Global Customer Support Manager (equipment business)

  • Den Haag, Zuid-Holland, Netherlands

Job description

Here at Eternal Sun, we build high-end simulators that make sunlight. They’re used by the world’s biggest solar panel producers and leading R&D labs to assure the quality of their panels. We make sure they can be sure about what they produce. With our precision, innovative mindset and determination, we make a significant impact.

Solar is growing, we are growing. Over the past decade, we have grown to 65 FTE, in Europe, South East Asia, China and the USA. At Eternal Sun, team members can enjoy operational freedom and flexibility but always in close cooperation with the rest of the team. You will find an open atmosphere in an organization with safety, feedback, ownership and customer satisfaction as the core values for our success.

The job

The mindset of the ideal candidate for this position is tuned to delivering on our promise by structured team work. We are looking for someone who is comfortable in an international and fast growing environment, someone that brings the experience to help us manage this growth. And most importantly, someone who takes pride and satisfaction in a positive customer experience with every interaction.

As Customer Support Manager you will be part of the Operations team and report to our Chief Operations Officer. In this role you will be the first point of contact for customers using Eternal Sun equipment. They will be looking at you for advice on maintenance, spare parts, on-site support and unscheduled down time. You will handle these requests together with the customer service team but also engineers, commercial colleagues and senior managers will step in upon your request.

The customer service team consist of four field service engineers (Malaysia, India & US), one application engineer and a logistics assistant. To be successful you will be communicating extensively with people using our equipment, suppliers and colleagues on a daily basis.

Job requirements

The following tasks are considered your responsibility:

  • Being the first tech-savvy point of contact for our global install base
  • Managing the customer service team
  • Leading installations by your field service team including planning and follow-ups
  • Servicing key accounts on operational needs
    • Weekly operations meeting & actions
  • Take action on urgent issues when customer faces downtime or has other service needs
  • Supervising the customer spare parts flow, from incoming order until delivery at the customer

To ensure we are a good match, please check if you have the following skills and qualifications:

In all of our new colleagues we look for a mix of professional skills and humor. For this role in particular we are looking for an all-rounder who can switch between different tasks, and who thrives when presented with the challenge of keeping multiple balls up in the air.

You must be able to work with people from different backgrounds, nationalities and levels in the organization, and you have the track record to proof it. Your resume shows at least a Technical BSc level and 2-5 years of experience in a similar job.

Our new Customer Support Manager in a few keywords:

  • Customer centric – you will never leave a customer hanging with a problem or a question
  • Flexible – you are not easily scared by changes and understand planning is a living document
  • International – as our team and customer base is spread across the globe, English is the main language in our company
  • Technical – we consider having a technical background essential to be successful

This is what we offer you when you embark on our exciting journey:

  • An international work environment in The Hague, with co-workers coming from 14 different nationalities
  • The opportunity to see the world when visiting customers globally
  • A personal development plan
  • A salary ranging from € 4,000 to € 5,000 gross based on 40 hrs.
    • 8% holiday allowance
    • Commuting reimbursement at €0.23 per kilometer
    • An annual bonus based on company performance
    • A comprehensive pension plan with two additional modules for a secure future
    • 25 vacation days with the option to purchase additional days
  • Free daily communal lunch in our canteen
  • A one-year contract with the aim of transitioning to a permanent position thereafter

Do you believe you have what it takes to be our Customer Support Manager? We would love to hear from you. Please say hi to Priscilla and send in your application. We look forward to meeting you!