What does an employee in Complaint Management do, Mr Lange?
Anyone who talks with 56 year-old Georg Lange quickly realizes that working as the Complaint Management Team Coordinator is exactly the right job for him. This two meter-tall man radiates a relaxed and calm attitude perfect for helping customers in difficult situations. With his extensive GEZE product knowledge, he finds the right solutions for our customers.
From Mecklenburg to Leonberg
If you had told Georg Lange 20 years ago that he would one day handle customer complaints at GEZE, he probably would have laughed at you. This professional development was still far in the future when the native of Mecklenburg and trained industrial mechanic followed his wife at the time to Baden-Württemberg in the early 2000s. “I was still working for another company at first. Then I hit a typical situation when I approached forty, where I just wanted a change and wanted to try out something new” he says, in his cool, characteristically northern German tone of voice. Georg Lange got the chance to do so at GEZE, and he’s never regretted taking this step over the 15 years that followed: “I would absolutely make the same decision again”.
If a customer is satisfied with our service at the end of the day because we found a good solution, that’s always a great success – you just feel good, and it is very motivating.
Georg Lange, Complaint Management Team CoordinatorDiverse everyday duties in complaint management
Georg Lange and his team look forward to solving our customers’ problems with GEZE products every day. © GEZE GmbH
The experienced deputy team leader summarises the work he does in Complaint Management in just one sentence: “At our company, we receive a complaint and then attempt to offer the customer a solution as quickly as possible despite the inconvenience. We show them that they can rely on GEZE even in situations like this, and that we keep customers’ interests in mind”. And because GEZE offers a large, ever-developing product range that is distributed worldwide, this one sentence describes an everyday work environment that’s anything but boring. “Due to the extensive variety of products and installation situations, we face all kinds of challenges and defects – we are always dealing with issues that venture into new territory. That’s exactly what makes the job so interesting”.
Calmness and composure are required in complaints management in order to optimally support customers in a difficult situation. © GEZE GmbH
At the desk and in the field
Georg Lange’s team supports customers through a variety of channels. “We receive complaint requests via phone, email, as well as through a specialised online portal for large customers. Typically, the products about which the complaints are submitted are returned to us. However, in some cases we attempt to correct functional problems directly at the construction site, and increasingly via remote access as well. We have to respond to all kinds of situations and requests”. Certainly he and his team, which is made up of people from many different age groups, most of them mechanics and electronics technicians, have the solution competence they need to do the job. In addition, Complaint Management also works closely with Product Management and GEZE Service. Often, when processing a complaint the team finds the product itself is fully functional, but customers need additional support for installation and setup.
Team spirit is very important in the ten-member department. Here, everyone can rely on each other. © GEZE GmbH
Team spirit is the secret to success
Of course, the only way to manage such a wide range of inquiries from all over the world is to work as a team. “The team spirit we have in our ten-person department is truly unique. We appreciate one another professionally and personally, and do things together outside of work as well”. Recently, when Georg Lange’s team leader had to take a leave of absence and he had to spontaneously take over as deputy leader, the team tested out just how well this principle could work. “That was one of the biggest challenges recently, but at the same time one of the best experiences. I had to get my bearings in this role very quickly, and really was only able to do so because I had such good support from my colleagues. I could rely on everyone completely”.
Do you want to know what I liked about GEZE right from the start? That people with my level of professional training could be promoted to management positions. Here, it’s not just degrees and titles that count; at GEZE you can impress with your skills and performance as well.
Georg Lange, Complaint Management Team CoordinatorExcellent conditions
Georg Lange started his career at a brewery which was building a new location in his northern German home city. “There weren’t any clear responsibilities or hierarchies; everything was just getting started. There, I learned what it means to work independently and to use my freedom correctly” the deputy team leader recalls. He is able to make use of this experience at GEZE today. “There are flat hierarchies here, lots of trust, and exactly the kind of freedom I appreciate. I would recommend GEZE as an employer to anyone. Here, we have an extremely well-equipped working environment, practical processes, great people, and a flexible family business that responds to employees’ different living situations” Georg Lange concludes.
Taking a break from solving problems
No matter how excited and happy he is about his work and working environment, sometimes Georg Lange needs to leave customer complaints behind him – ideally on two wheels. When he does, he climbs onto the saddle of his BMW GS. He takes his dual-sport motorcycle out on the weekends with his life partner, as well as for big trips on vacations. The two of them let the wind blow through their hair as they speed through beautiful landscapes – a great way to really relax. After these trips, Georg Lange enjoys coming back, to his two grown sons, his life partner’s daughter, his parents in Mecklenburg – and of course to us here in Leonberg.
What are some key requirements for working in Complaint Management at GEZE?
– English (business fluency)
– Technical training
– Ability to work well on a team
– Good organisational skills
– Communication skills
– Assertiveness
– Eagerness to take on new challenges
CURRENT VACANCIES AT GEZE
