Job Description

Level Entry Job Location Doetinchem, Gelderland Position Type Full Time Education Level None Travel Percentage None Job Category Customer Service

Minimum 28 hours per week | 4 days onsite | In-office on Fridays

Dutch and English required

Fieldpiece is hiring a Customer Service Specialist to join our European team in Doetinchem to work with customers, distributors and internal sales teams to manage the Return Merchandise Authorization (RMA) process.

This role is ideal for someone who enjoys helping customers, thrives on organization, and communicates clearly and professionally by phone and email. You’ll play a key role in improving turnaround times, strengthening collaboration with service partners, and delivering excellent customer experience.

Founded in California in 1990, Fieldpiece Instruments is a family-owned company and industry leader in innovative tools and test instruments for HVACR professionals. We’re honored to be one of the Best Companies to Work for in Southern California (2023, 2024, 2025) – and want to bring our collaborative, supportive culture and Hire-to-Retire philosophy to Europe. We’re on a mission to elevate HVACR service worldwide by bringing deep technical expertise to create innovative products that make the technician’s job easier, faster, and better – every day.

What You’ll Do

• Serve as the primary point of contact for all RMA-related inquiries from distributors, end customers, and service partners, owning the process end to end from request intake through resolution.
• Review, validate, and troubleshoot RMA requests to ensure accuracy and completeness, coordinating repairs with Authorized Service Centers and the in-house repair center (UK).
• Manage returns and spare-parts logistics, working closely with internal teams such as Sales and Order Entry to ensure timely resolution.
• Track, document, and report on RMA activity, including turnaround times, quality, volumes, lead times, and service partner performance (KPIs) using the CRM system.
• Identify recurring issues and drive continuous improvement, supporting the standardization of the RMA process and assisting with the training and support of service partners.

Qualifications

What You Bring

• 2+ years of customer service experience, ideally in a technical or B2B environment
• Strong written and verbal communication skills, especially by phone and email
• Highly organized with the ability to prioritize and manage multiple tasks
• Confident computer user with experience in Microsoft Office and CRM systems
• Customer-focused mindset with attention to detail and follow-through
• Language skills:
• Dutch and English required
• German preferred; Spanish or Italian is a plus

Work Requirements

• Minimum 28 hours per week within business hours: 8:30–17:00
• Onsite 4 days per week with Fridays required
• Must live within 25 km of Doetinchem

Our values drive everything we do and our culture.

We are a TRIBE.

• Our collective growth starts with individual growth.
• We are fully engaged and empowered, collaborating to achieve our common mission.
• Our people are central in making Fieldpiece the best place we will work, ever.

We do the UPFRONT HOMEWORK.

• We are prepared before coming together to move forward effectively.
• We begin with the end in mind by understanding The Why upfront, visualizing, researching, and acting.
• We address obstacles head-on with creativity, grit and tenacity, while having fun along the way.

We deliver the RIGHT STUFF.

• We deliver innovative solutions by seeing the world through the eyes of our customers.
• Our culture of purposeful critical thinking leads to greatness now, rather than perfection never.

We earn TRUST.

• We prove our credibility, reliability, and genuine interest in others to build lasting relationships.
• Our tribe, partners, end users, suppliers and channel partners can rely on us to listen, act with integrity, and deliver quality.

We are LEAN.

• We never stop searching for a better way.
• We get started, fail fast, and move forward.
• Our actions deliver valuable results.

We leave our EGO at the door.

• We are unconcerned to be judged by the questions we ask.
• With humility, we value and pursue ideas and feedback from everyone.
• Our personal success is derived from the tribe’s success.