Customer Service Expert

About B&R

Bollmann & Roets builds bespoke systems for sales and service in the Mittelstand. The fun starts after go-live. Service runs through everything you do, and you find the best solution even when the situation is a difficult one. New requirements, changing processes, everyday questions: someone has to sit at the interface between client and engineering and make sure the system keeps the promise it made at handover.

How We Work Together

• We stand behind what we deliver. Everyone at B&R owns their outcomes: one system, one diagnosis, one satisfied client.
• If something's wrong, we say so. Whoever spots a problem raises it, and helps fix it.
• We challenge each other on substance. Architecture decisions, diagnoses, sales strategy: we argue them out as equals, because every perspective counts.
• We watch each other's backs. When someone's under pressure, the team stands behind them. We deliver together.

What You'll Do

You own our clients' post-go-live reality: someone with a consulting mindset who actively looks after operations and keeps improving them. Your day-to-day:

• Steer the system's evolution. You're the client's closest advisor after release. You analyse how things actually run, spot the bottlenecks, and work out how the system needs to grow in the next tailoring cycle.
• Help shape development and operations. You bring unfiltered reality back to the team. You take part in our development discussions and drive internal operational improvements, so we learn from every piece of client feedback.
• Hold the interface to engineering. You talk to our architects and developers as an equal. You understand the system well enough to triage bugs and features yourself, and help the team prioritise them.
• Train and enable. You make sure the people at the client can actually use the system: in their daily work, on the specific case, with the specific question.
• Safeguard quality. You test releases from the client's point of view before they go live. You know the workflows and the data well enough to catch mistakes an automated test would miss.

What We Expect

• Experience at the interface between clients and technology, whether as an application manager, customer success manager, technical support, or a comparable role.
• An understanding of Mittelstand business processes: sales, service, calculation. Writing code is optional, but you need to understand how data flows and why a query returns the result it does.
• High standards and a consulting mindset. You get to the root cause and fix it together with engineering; a workaround is a waypoint to you, never the destination.
• Patience and clarity in how you communicate. You can explain to a field technician how to log a fault report, and to a managing director why a requirement takes two weeks, equally well.
• German at native level. English is helpful, but optional.

What You'll Get

• A role that shapes things, sitting at a central switchboard of the company: you decide how a system gets better over years.
• A real say in developing B&R's own solution building blocks and processes.
• A direct line to the engineering team. You talk straight to the people who write the code.
• Clients you actually get to know. In the Mittelstand, you work with people, over months and years.
• A close-up view of business processes you rarely see this closely anywhere else: quote calculation, field service, spare parts logistics.

Salary

From EUR 60,000 gross per year.