Customer Support & Service Sales Engineer

Customer Support & Service Sales Engineer

AV Flexologic is a global manufacturer of high-quality equipment for the flexographic industry. With a head office in The Netherlands (Alphen aan den Rijn), a production facility in Romania and employees working in Thailand, Spain, Italy, the United Kingdom, Mexico and the United States, we serve customers all over the world. Our products are used by printing and packaging companies that strive for the highest quality and efficiency.

Job description:

The Customer Support & Service Sales Engineer plays a pivotal role within the Service & Support Department at AV Flexologic. This position supports the team with internal engineering expertise, ensures efficient coordination and handling of service tickets, contributes to warranty reduction efforts by gathering data, analyzing field performance and providing structured feedback to improve machine reliability and customer satisfaction.

This is a hybrid position combining internal responsibilities with occasional travel (approximately 30%) to support on-site service, training and customer engagement activities.

Key Responsibilities:

Warranty Reduction & Performance Improvement:

• Drive initiatives aimed at reducing warranty cases and increasing field success rates.
• Collect and analyze feedback from field engineers to identify root causes of common issues.
• Collaborate with R&D, Production and Engineering to implement improvements.
• Present insights and data to stakeholders to support product and process enhancements.

Internal sales, Commercial Growth & After-Sales Care:

• Coordinate and renew AV Flexologic Care Plans, ensuring continued customer satisfaction.
• Identify new revenue opportunities based on customer behavior, equipment usage and lifecyclee stage.
• Actively promote and sell:
• Spare parts kits
• Upgrade packages
• Service contracts
• Provide feedback on market needs and customer trends to help refine offerings.
• Perform commercial and technical analysis of customer requirements and service package performance.

Support Ticket Coordination:

• Oversee and manage incoming support tickets usings the company’s ticketing system.
• Ensure timely, accurate and customer-focused responses and resolutions.
• Coordinate with field engineers and technical specialists to deliver high-quality support.

Key Performance Indicators (KPIs):

• Service & Support department revenues
• Revenue from AV Flexologic Care plans
• Spare parts kits and upgrade packages sold
• Number of package deals closed
• Number of open vs. resolved tickets

Key Attributes & Qualifications:

• HBO/WO level education (technical or commercial engineering background preferred)
• 1-2 years of experience in a customer support, service engineering or technical sales role
• Strong communication skills in English; Dutch is a plus
• Proficient with Microsoft Office, experience with ERP/CRM/ticketing systems (e.g. Microsoft Dynamics) is a strong advantage
• Analytical and structured thinker with an affinity for data and performance tracking
• Customer-oriented, commercially minded and technically curious
• Team player with a proactive, hands-on attitude and strong organizational skills
• Willing to travel (± 30%) for customer visits, training or trade events.

Visit our website for more details on AV Flexologic: www.flexologic.nl

For questions about the position, you can contact Suzanne de Jongh Swemer (HR Manager) via HRM@flexologic.nl