Service & Support Coordinator

What will you do as Service & Support Coordinator?  
More Big Ass Batteries are powering up the Netherlands, and we’re gearing up for expansion. But first things first: we need to make sure that service in the Netherlands is seamless, robust, and scalable. As Service & Support Coordinator, you’ll be crucial in transforming our ambitious plans into a well-organized, customer-centered service department that sets the standard for excellence in the Battery Energy Storage Systems (BESS) market. You will achieve this in close collaboration with our Head of Customer Experience. You will focus on both the BESS-systems we sell as the ones in our rental fleet.  

Priority #1
The service team is still small, you'll build and in the future manage a team of service engineers, fostering a collaborative and high-performance culture. Become their rock. Help level up our service department by contributing to procedures, protocols and top-notch instructions and also help grow the team in numbers and in professionalism. To achieve this, you will co-develop (and in the future execute) a plan for establishing the department, including timelines, budgeting, and resource allocation. A plan that drives us forward and makes us #1 in the BESS market in the years to come.

Priority#2 
In a world of mysteriously pressed red buttons, you are the hero our Client Experience team relies on! With our cloud-connected batteries, you can remotely diagnose and fix issues, saving customers from power panic. From troubleshooting technical mysteries to coordinating fixes with (service) engineering, you’ll be the calm, sharp-eyed problem-solver who keeps everything running smoothly. And don’t worry—every hero has a sidekick (a.k.a. your colleagues) to back you up. In short you'll focus on the following aspects next to priority 1&2:

• Document every challenge and think about how we can make support better and defeat recurring problems for good (Root Cause Analysis)
• Maintain strong connections with clients and addressing customer concerns and adapting services to align with customer feedback
• Utilize data and KPI's to track and measure performance, report progress, and identify areas for continuous improvement 
• Keep an overview of the planning of our own rental fleet, checking whether our battery containers need some TLC (read: repair) after an adventurous job
• Arranging operational planning, such as maintenance and software or hardware upgrades, with which you send our service engineers in the right direction with the right equipment
• Configure the rentals according to customer wishes and arranging all needed documentation and transport, from Helmond to the rental location and back 
• Occasionally solve problems in the field because you are not afraid to roll up your sleeves (10 ~ 15% of your time)

What energy do we expect you will bring to Big Ass Battery?
At Big Ass Battery we are looking for someone who doesn’t only gets his or hers energy from the sun. We’re on the hunt for someone with positive energy, no matter the challenge. Scaling up a company is "no picknick in the park". The future of the BESS industry is bright but getting our seat at the table is challenging. We need people who thrive in a fast-paced environment and get excited by the chance to shape things from scratch and who have the resilience and willingness to also do the dirty work. So, you even jump in our service van and help out when duty calls. When you’re curious, adaptable, and love a bit of fun along the way, you’ll fit right in! You’re the type who knows how to keep everyone’s battery full, even on the longest days, with a smile that says, ‘We got this!’ You’ll recognize yourself in the following profile:

• A Bachelor education in a technical direction in the direction of electrical engineering and/or mechatronics or similar
• You have a “get-sh*t-done” mentality and are “as cold as ice” while tension rises around you
• Your planning and organizational skills are legendary  – you keep everything up to date
• Affinity in leading teams and managing projects within technical and ever evolving environments
• Knowledge of safety standards like NEN 1010, NEN 3140, with certification is a plus  
• Customer-centric mindset: strong customer service orientation with excellent communication skills
• Proactive, detail-oriented, and quick on your feet—stress gives you wings (and not just the Red Bull kind!)
• Fluent in Dutch and English (spoken and written)  

What do we have to offer you? 
In addition to a lot of energy and ambition, we offer a job with room for personal input, new ideas, initiatives and entrepreneurship. Because in a fast-growing company you can really make the difference!  

• A competitive salary and on top of that we offer a 13th month
• We follow the Technical Installation Company Collective Labor Agreement, so you are assured of fair conditions and a strong pension scheme
• An iPhone and Apple laptop (suitable for two screens) for all your work-related "juggling of balls"
• 25 vacation days to park yourself in the sun or on a snowy mountaintop, and another 13 ADV days to invest in whatever you want, enough time to recharge and occasionally balance your personal battery  
• Passionate, energetic colleagues who collaborate as one Bad Ass team and who know how to party!

PLEASE NOTE; we are not a recognized sponsor so we are not able to hire outside of the EU for this specific position. If you don't have a European passport which enables you to work in the Netherlands we advise you to apply at a company that is a recognized sponsor, you can find this regulation at www.ind.nl.

PLEASE NOTE #2: Attention all secondment and/or recruitment agencies; we handle recruitment in-house. When we need help, we reach out to our partners who have already been selected. We consider introduced candidates without a signed assignment from Big Ass Battery as an open application. We can approach these candidates directly without the intervention of external parties and there is no payment obligation in any shape or form.