Installation Support Coordinator

At DeWarmte, we make smart and affordable heat pumps that help homes go off-gas. We are growing fast and performing more and more installations. And the more installations we do, the more important it becomes that our installers are helped quickly when they encounter an issue.

That is why we are looking for an Installation Support Coordinator.

During installations, you are the first point of contact for our installers. You don't need to be able to solve every technical problem yourself. Your strength lies primarily in quickly understanding what is happening, determining what is needed, and ensuring that the right person takes action.

See yourself somewhat as the air traffic controller of our installations: a lot is happening at once, different questions have different priorities, and you maintain the overview.

Installers can encounter all kinds of questions during their work. Sometimes you can answer them directly yourself. Sometimes you need work preparation, engineering, service, or another colleague. You ensure that the installer can continue as quickly as possible.

Concretely, this means that you:

• being the first point of contact for installers with questions during an installation;

• quickly figuring out exactly what is going on and how urgent it is;

• solving simple questions yourself;

• determining who is needed if you cannot answer the question yourself;

• ensuring a clear handover to the right colleague;

• actively following up on urgent questions until there is a solution;

• keeping installers informed of the progress;

• properly registering support requests and solutions;

• identifying recurring problems and discussing them with the relevant teams;

• helping to better document work instructions and common solutions.

In doing so, you will work closely with, among others, work preparation, engineering, service, and our commercial teams.

For this position, we are not necessarily looking for someone with years of technical experience. Much more important is that you can switch gears quickly and maintain a good overview.

You will receive various questions throughout the day. You can determine what must be solved now, what can wait, and whom you need for what. And when you hand something over to a colleague, you remain involved until it is clear how the installer can proceed.

We think you are a good fit for this role if you:

• get energy from organizing, coordinating, and solving problems;

• remain calm when multiple things are happening at once;

• can quickly distinguish between main and secondary matters;

• easily establish contact with different types of colleagues;

• communicate clearly and practically;

• take responsibility and don't just toss things over the fence;

• work in a structured manner and keep track of outstanding actions well;

• are curious and want to understand how things work;

• speak good Dutch.

About 1 to 2 years of work experience is a nice addition, for example in an operational or coordinating role. Technical knowledge of heat pumps is not a requirement. We can teach you how our products and installations work. More important is that you learn quickly and ensure that a question reaches the right person.

The most important thing is that our installers are helped quickly and well, so they experience as little downtime as possible while waiting for an answer.

In addition, we look at, for example, how quickly support requests are picked up, whether you set the right priorities, whether questions reach the right colleagues, and how well you follow up on outstanding questions.

But we also want to keep getting better. If you notice that the same question comes back every week, we don't expect you to just answer it again every week. Together with the team, you figure out how we can solve the problem structurally.

There is a lot of room for you to further expand this role. You don't just help individual installers, but also look at the entire inbound support flow: how do questions come in, how do we determine priority, who picks up what, how do we maintain an overview, and how do we ensure that knowledge is not lost?