Customer Support Engineer

As part of the global Intellian support program team, this regional role aims to ensure a proper flow of field intervention opportunities by maximizing service quality and managing the entire service process efficiently from the initial service request to final invoicing.

This position requires strong problem-solving skills, the ability to quickly resolve issues, and the capability to manage multiple activities simultaneously. Given the nature of the role, adjusting communication style to accommodate regional and global cultures is essential to build effective relationships and foster cooperation.

The development of strategic relationships, both internally and externally, is crucial for success in this role. This position involves working closely with core customers, fleet managers, superintendents, and other relevant stakeholders to facilitate efficient vessel servicing.

Roles and Responsibilities:

EMEA TS Revenue:

• Ensure appropriate actions are taken to meet or exceed the annual revenue target.
• Analyze revenue trends and propose strategies to maximize growth.
• Provide periodic revenue reporting

EMEA TS Budget:

• Establish target expenses and monitor adherence.
• Conduct expense analysis to identify cost-saving opportunities.
• Manage and process invoices for service partner costs.
• Oversee freight cost management and invoice processing.
• Oversee Quality and TCN (Technical Change Notice) costs.
• Provide periodic budget and expense reporting.

EMEA TS KPIs control:

• TS Revenue & Budget
• Field Tech & Support Desk performance (Utilization)
• FTF (First-Time-Fix)
• Service partners' performance

Technical Support and Fleet Coordination

• Oversee the technical support provided by our Support Desk Engineers.
• In case a field visit is needed, work together with our support desk, coordination and BV Operations to ensure that everything is arranged properly and we meet or even exceed our customers' expectations. When required, attend meetings with customers (periodicals and non-periodicals)

IT Tools

• Fluent user of our IT tools (SalesForce, SAP…etc)

This position is essential to ensuring high customer satisfaction:

• Work within the rest of the technical support team to coordinate field and service attendances/calls and manage resources to ensure successful completion of intervention.
• Contact Support partners/vessels/agents etc to arrange intervention.
• Ensure work scope is completed and passed to all necessary parties
• To liaise with key stakeholders to provide focused prioritization of field support interventions.
• Understand assignment of resources regionally and ensure available resources are optimised
• Ensure Program management are appraised of any concerns or bottlenecks
• Liaise with regional managers to understand opportunities developing from regular open cases and utilise this information where possible to bolster program attendance efficiency
• Guide colleagues to find innovative solutions to problems by informing of regional and global approach and lessons learnt
• Ensure regional managers are aware of ongoing field activities in their region
• Maintain high professional standards and protect Intellian's reputation in the market place:
• Develop team awareness of political sensitivities of issues and messaging
• Working with our customers and keeping open line of communication, this position is key to Intellian's reputation to be able to respond with efficient support
• Ensure company database is completed continuously to ensure visibility to all stakeholders of status and progress
• .Accurate data is essential to maintain organisation and control of field activities, therefore work orders and cases are updated with concise and time critical information
• As part of a focussed team it is necessary to develop and agree a standard approach to documenting progress, some of which may require mediums external to our database (such as Microsoft Excel)
• To process invoices/expenses and record accurate information for all service intervention/calls that has been arranged.

Reporting

This position reports to the EMEA TS Director.

Place of Work

Place of work is Intellian B.V., Tempelhof 12, 3045PV, Rotterdam, The Netherlands.Travel may be required; this will typically be to visit another Intellian facility for training or to provide assistance at customer review meetings where strategic relationships may be gained. It is not anticipated that this will occur on a regular basis.All expenses incurred in the pursuit of company business are of course covered by the company in line with company handbook.

Hours of Work

A flexible approach will be required at times.

40 Hours per week, conducted between the hours of 08:00 and 18:00 (Exact working hours will be agreed separately)Standard working week is Monday to Friday It may be necessary to be contacted out of regular hours for which a company phone and reimbursement will be provided.

Required Qualifications & Skills:

1. Educational Background: Bachelor's degree or equivalent qualification.
2. Work Authorization: Valid permit to work in the Netherlands.
3. Maritime/Satellite Communication Expertise: Relevant experience and certifications, such as GVF, NMEA, MEI, or manufacturer-specific training.
4. Technical Proficiency:

• Strong understanding of RF technologies.
• Expertise in IT network troubleshooting, including DHCP, TCP/IPv4 & IPv6, subnetting, and routing.

1. Communication Skills:

• Excellent written and verbal English skills (additional languages are a plus).
• Strong interpersonal skills for engaging with technical and non-technical teams, as well as management professionals.

1. Organizational Skills: Strong ability to organize tasks, manage documentation, and maintain attention to detail.
2. Computer Skills: Proficiency with Word, Excel, Outlook, and Google Docs.
3. Proactive Learning: A self-motivated approach to learning and research, in addition to formal training.
4. Independence: Ability to work independently with minimal supervision.
5. Travel Flexibility: Willingness to travel on short notice (up to 10% of annual working hours).
6. Driving License: Valid driver's license.
7. Team Collaboration: A positive and collaborative team player.