Medical Device Service and Complaint Specialist

Job Overview

We are seeking a proactive and technically skilled team member to join our Technical Support & Complaint Management team. This role involves managing customer complaints, coordinating the repair and refurbishment of devices, performing hands-on repairs for a defined product group, and supporting both internal and external technical teams.

You will collaborate closely with global departments—including Quality Management, Regulatory Affairs, Manufacturing, and Development—making this a highly interdisciplinary and international position. The ideal candidate brings a strong customer service mindset, technical expertise, and a hands-on approach. A high level of ownership, structured problem-solving, and effective communication with global stakeholders are essential.

Repair

• Oversee the repair process from order receipt to delivery
• Serve as the main point of contact for customers during the repair process
• Perform repairs on IPV devices for Rest of World markets

Technical Customer Support

• Provide technical support and troubleshooting
• Respond to technical inquiries from internal and external teams
• Conduct technical training for distributors and service teams

Complaint Handling

• Manage the full lifecycle of customer complaints through to closure, including root cause analysis
• Document and evaluate global complaints and identify trends
• Consolidate complaint data and escalate potentially reportable events
• Ensure proactive communication with internal and external stakeholders, including FSCA actions

Required Skills and Qualifications

• Strong customer focus and service-oriented mindset
• Experience in technical service, repair, or support
• Solid understanding of mechanics and electronics
• Strong documentation and analytical problem-solving skills
• Familiar with data analysis procedures
• Proficiency in MS Office and familiarity with ERP systems
• Excellent communication skills in English and German, both written and spoken
• Team player with high accountability and initiative

 We are looking forward to hearing from you! 

Policy for unsolicited applications from recruiters and recruitment agencies
We do not accept any unsolicited applications from recruiters or recruitment agencies without a prior written agreement between both parties. Therefore, we will not be liable for any commission, fee, or expense for candidates submitted spontaneously. Any application sent without a prior agreement will be considered a direct application and will not be subject to any commission rights.