Incident Handling Agent English + 3 other languages (DE/IT/ES/NL/PL/FR)


The Incident Handling Team (IHT) is the contact point between high-tech customers and partners across Europe, US&C, Australian and New Zealand, and the service organization. Working closely with different functions inside the company such as Logistic, Credit, Product Specialists, Country Area Manager and Field engineers, the IHT dispatches customer and partner requests for support through the correct channels making possible for the technical teams to act on the requests in a timely manner. The team has a major impact on customer satisfaction and it’s responsible for handling customer requests for support, dispatching field resources and processing spare parts orders and returns for Partners in Europe and Asia.

  • Handling and following up on internal and external customer’s inquiries in a polite and professional way in accordance with the company’s guidelines and policies, making sure that problems are well understood and dispatched to the correct channel
  • Following up on open incidents and monitoring customized queues to assure actions are taken in extremely short delays
  • Dispatching field resources based on a large set of variables and in accordance with the field needs
  • Communicating to customers about visits and changes to the field engineers’ schedules
  • Coordinating with the local area manager about field resources availability and escalate critical situations
  • Processing end users, partners and field engineers’ spare parts orders, assuring efficient Customer Service and follow up in a timely manner to providing airway bill numbers and invoices documents
  • Creating credit and debit notes related to spare parts orders
  • Organizing returns of spare parts and monitoring and release blocked parts orders in our systems
  • Keeping a good communication line with partners and Local resources
  • Taking on board additional tasks and projects whenever requested


Personal Characteristics

  • Punctuality and flexibility
  • Multitasking and fast learner
  • Ability to work in shifts and bank holidays (8am to 5pm and 10am to7pm, 40/hour work week)
  • Customer oriented mindset
  • Excellent communication and listening skills
  • Ability to work under pressure and using many different informatic systems and procedures
  • Team player as well as able to work independently
  • Positive attitude and proactive towards the workload


  • Multi-lingual (verbal and written): very good Polish, English with at least very good knowledge of 2 other languages within French, German, Italian, Spanish, and Dutch
  • Call-center and logistic experience is an advantage

Onze klant

World renowned company active within graphic, high-tec industry.


  • temporary contract of 6 months
  • various fringe benefits
  • dynamic working environment