Technical Service Lead QWIC – Amsterdam (NL)

Join our international team of super motivated, hands-on and inventive QWIC-ers! At QWIC, we design, produce and sell high end, award winning electric bicycles. We like to go the extra mile to fuel the growth of the company and reach our mutual goal: seducing people to get out of the car and onto a bike. As Technical Service Lead you will manage a team of technical support agents and our workshop. It is your goal to enable them to perform to the best of their ability and to develop scalable processes to facilitate the growth of QWIC.

Full-time · Amsterdam

The role

You will play a key role in the Repair & Returns team. This team provides technical aftersales service to our customers by providing written and spoken instructions in all technical areas related to our e-bikes. Together with your team, the product managers and customer service you are responsible for delivering a clear training and support package to all our customers according to our agreed SLA’s.

The Technical Service department is responsible for the aftersales service of bikes and provides exemplary skills in both product knowledge and relationship building. By providing clear answers via multiple communication channels, the team makes sure that the aftersales process runs smoothly. The Technical Service department plays a crucial role in the communication about our products in the field. By spotting trends and investigating complaints the team is able to address in-market issues and helps to shape the next generation of e-bikes.

We are looking for someone who has experience with overlooking the daily management of a (technical) service department and who is always looking for ways to improve our existing processes. 

Main tasks:

  • Responsible for technical case fulfillment, performance levels, reporting and compliance;
  • Stimulate that all feedback shared with and within the team is well documented, discussed and followed-up on in the weekly technical service meetings;
  • Help your team members to balance their tasks to optimize productivity and build positive team spirit;
  • Set up and maintain a performance communication- and root cause analysis structure to all technical process stakeholders;
  • Initiate and lead projects to improve technical service;
  • Motivate, energize, support and manage the Technical Service team and internal- and external stakeholders;

Requirements:
You are pro-active and a natural coach with a focus on the overall performance of the team. You make sure that you and the team pro-actively build good relationships with all our customers. To be successful, you will need to roll up your sleeves, get a clear understanding of company-wide processes and sometimes just lean into the chaos and bring a structured approach to solving day-to-day issues. 

  • Bachelor’s or Masters degree in a technical field;
  • 5+ years experience in Technical Process Management and Project Management; 
  • Experienced in Customer Service and a strong communicator;
  • A Structured Worker who has experience in data analysis and reporting;
  • Knowledge of E-bike Technology;
  • Proficiency in Microsoft Excel and CRM;
  • Fluent in English, Dutch is a plus 

What do we offer?

  • A challenging position in a very fast-growing, young, internationally oriented Dutch company with great potential for further growth;
  • A good salary and related conditions that are consistent with your training and experience;
  • Working with a premium brand with a sustainable mission in a fast-growing global market;
  • Nice company vibe with humor, initiative, teamwork and a start-up mentality. 

Interested?

Use the “Apply Now” button to apply before the 14th of February. If you have any questions you can ask them to Nadia Lemmers, via email: nlemmers@qwic.nl (applications sent to this e-mail won’t be taken into consideration). 


Campaign success

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.

Member profile

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.