Technology, teamwork and no two days are the same: dealer support at JOZ

Since 2008, Robert Prins has been working at JOZ. What started as a role as a service technician has since grown into a broad position as Team Lead Dealer Support, where he leads a close-knit team of six colleagues, consisting of Service Field Engineers, Dealer Support Engineers and Technical Support Engineers. Together, they ensure that technical questions, malfunctions and product feedback from dealers and their technicians are handled professionally.

“We operate at the heart of technical support. From analysing malfunctions to contributing ideas for product improvements, and sometimes assisting with installations or training (new) dealer technicians. Every day is different.”

The technical heart of Dealer Support: solving the puzzle

Robert’s team consists of true technical specialists. One colleague is on the road daily, supporting a (new) dealer in the field with the installation of a system, while another provides remote support to dealers around the world. Together, they ensure that questions, malfunctions and feedback are handled quickly and effectively.

“When there is a malfunction, we start investigating: what is the cause, where is the logic, and how do we solve it? Sometimes it really is a puzzle.”

Technical insight is essential in this role. You work with mechatronics, software, electrical engineering and documentation. Within our department, we constantly switch between people, systems and solutions. In addition, we contribute to product optimisation, ensuring that JOZ’s solutions continue to improve.

Teamwork & product improvement

Robert and his team work closely with colleagues from mechanical and test engineering, sales and product management.

“We see a lot of what happens in the field. For example, if we notice that a certain type of malfunction occurs more frequently, we discuss this with engineering. Sometimes this leads to a product change or an optimisation of the installation instructions. So we really do provide valuable input for improvement.”

In addition, the team helps develop knowledge articles, manuals and work instructions that enable dealers to resolve issues independently.

Freedom and growth

What Robert values most about working at JOZ is the freedom and responsibility within the Dealer Support department.

“You have a lot of freedom to organise your own work and a position of responsibility towards dealers. Within JOZ, there are always opportunities to grow, for example towards a role as a product specialist or even into product engineering.”

Why work at JOZ?
“We make great products, and as an organisation we are always moving forward. You see that in everything we do: we want to be better, smarter and faster. If you love technology, think logically and enjoy being in contact with customers and colleagues, then JOZ is the perfect fit for you.”

Will you join our team?

JOZ has a number of exciting job openings. Whether you are technically minded, IT-oriented or analytical, you will work with us on innovative solutions in a sector that is constantly evolving. Curious about your opportunities at JOZ? Take a look at our current vacancies.