Technical Support Specialist (German)

Want to be an integral part of VanMoof’s exciting new chapter? We re-engineered how we ride, and as our new Technical Support Specialist, you’ll play a big role in helping define our future and experience for our riders. You’ll join our Service Operations Team to help us deliver the very best products and rider experiences in the industry. As our Technical Support Specialist, you'll be the vital link connecting our retail & service partners.

We are looking for a technical individual with fluency in German to join our internal technical support team. In this role, you will provide assistance to our Retail and Service partners to resolve technical issues and ensure customer satisfaction.

If you possess strong technical skills and are interested in learning more about VanMoof and our innovative e-bike technology, we encourage you to apply today!

What you’ll do

• Advanced mechanical knowledge and understanding on VanMoof eBikes
• Identifies, investigates, and resolves technical problems, both software and hardware.
• Support calls, chat, email, and/or other communication from partners with inquiries regarding technical bike issues, connectivity, and other concerns.
• Assist with day to day operations
• Understanding and gaining knowledge on all our processes, procedures and tools
• Support workshops in understanding any warranty related issues
• Consults with partners to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides partners through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with stakeholders to explain errors and/or recommend solutions
• Support partners in understanding whether to repair or replace defective products.

What you'll bring

• Tech savviness and curiosity for e-bikes.
• Fluency in English & German.
• Excellent verbal and written communication skills.
• Excellent interpersonal and B2B service skills.
• Professional and pleasant phone ethics with a high level of empathy.
• Ability to explain technical issues to technical and nontechnical partners (workshop & retails).
• Strong analytical and problem-solving skills.

What you'll get

• 26 paid holidays for you to unwind.
• Your birthday off!
• Additional paid leaves for special occasions, e.g. marriage/bereavement, maternity/paternity, and moving houses, etc.
• All the tools/equipment you'll need to do the best job possible.
• Working from home allowance of €2,40/day (maximum five days per week).
• Commuting reimbursement is applicable.
• Bi-weekly catered lunch twice a month at the office.
• 10% discount on additional insurance and dental insurance at Zilveren Kruis.
• Pension plan.
• Unlimited free consultations for mental well-being with Open Up.
• All the snacks, coffee/tea you can handle and monthly team events.
• Hybrid working environment.

About us

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, scare off bike thieves, and amplify your pedal power while making city journeys a pleasure.

We became the definitive city e-bike and, although we went through some issues in 2023, we’ve got new owners and a renewed focus. We’re re-engineering how we ride and we’re excited about the future. Join us and be part of our next chapter.

Job descriptions are difficult to interpret. We understand you might not tick all the above boxes. The truth is, we don't either. If you feel excitement about our upcoming challenges, we encourage you to apply now!