Global Escalation Agent I (m/f/d)

Are you…? 

• Interested in working in an international and diverse company? 

• Looking to join an organization committed to sustainability? 

• Seeking a friendly and supportive team? 

If so, read on! 

At Hach, we ensure water quality for people around the world. Protecting water - our most valuable resource - and promoting sustainability are at the heart of everything we do. You will become part of a flexible, family-friendly company that cares as much about its employees as it does about the environment. 

We believe that every individual brings a wealth of experience and talent. If your background aligns with what you see here, we encourage you to apply! Diversity of experience and skills, combined with passion, drives innovation and excellence. That’s why we encourage people from all backgrounds to apply for our positions. 

We are currently looking for a Global Escalation Agent I (m/f/d) to join our Technical Customer Support Team. This position follows a hybrid working model with 2 days per week working from home and 3 days per week on-site in Düsseldorf. 

In this role, you will be responsible for planning, coordinating, and resolving complex customer escalations while acting as the central point of contact between customers and internal teams. You will help drive timely resolutions, facilitate cross-functional collaboration, and ensure an exceptional customer experience. 

What We Offer: 

• Professional onboarding and training opportunities 

• A collaborative and supportive team environment 

• Career coaching and development opportunities 

• Opportunities to shape processes and make a meaningful impact 

• Flexible working hours 

• 30 vacation days (plus public holidays) 

• Public transport ticket (Jobticket) 

• Urban Sports Club membership to support your health and wellbeing 

• And many more benefits... 

In this role, a typical day will look like: 

• Manage complex customer escalations from initial identification through customer sign-off 

• Coordinate and facilitate cross-functional teams to drive issue resolution 

• Investigate and troubleshoot customer issues using established processes and best practices 

• Monitor escalation performance and identify opportunities for continuous improvement 

• Document escalation milestones, actions, and outcomes 

• Provide proactive updates and executive-level communications to customers and internal stakeholders 

• Lead escalation meetings and ensure accountability across all involved teams 

• Drive action plans, follow-ups, and resolution activities to completion 

Your Profile: 

• Prior experience for example in Service, Customer Service, Customer Support, Technical Support, Escalation Management, or a related customer-facing role 

• Fluent English communication skills (written and spoken); additional language skills are advantageous 

• Excellent analytical and problem-solving skills 

• Strong communication and stakeholder management skills 

• Ability to take ownership and drive issues through to resolution 

• Commitment to continuous improvement 

• Flexibility and adaptability to shifting priorities and organizational needs 

• Ability to communicate priorities and problems effectively to internal and external stakeholders 

Would you like to become part of our successful team and grow with us?  

We look forward to getting to know you personally! 

At Hach, our work ensures water quality for people around the globe. Our customer partnerships, dedicated experts, and reliable, user-friendly solutions make water analysis better - faster, simpler, more sustainable, and more informative. 

As part of our team, you’ll make a measurable global impact across industries ranging from aviation to manufacturing and mining. You’ll also work in an environment that fosters career growth and professional development, with a strong focus on collaboration and respect. Driven by the global challenges of climate change and public health, we are working in a rapidly digitalizing industry to develop innovative technologies that ensure the safety of our water and environment. 

Hach is proud to be a water quality company within Veralto (NYSE: VLTO). Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods - that’s the future Veralto is building today. Veralto is a global leader in essential technology solutions, generating $5 billion in revenue and employing over 16,000 associates across water quality and product identification sectors, all united by one purpose: safeguarding the world’s most vital resources. 

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