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Technical Customer Service Specialist

• Founded in 1968, is a pioneer in cleanroom equipment and the development of isolators for the pharmaceutical industry. Innovative products, tailor-made solutions and an effective service organisation have made SKAN a market leader and a key partner to industry and research laboratories
• At SKAN, healthy growth is important to us. We are always looking for talented individuals to fill a wide range of roles. Apply now!
• In our 14-strong Customer Service team, we are looking for an experienced reinforcement in technical customer service. In our team we develop and maintain close relationships with our worldwide customers, subsidiaries, partners and representatives, build loyalty and trust and provide our customers with technical advice to ensure the highest possible availability of their SKAN equipment
• The most important thing here is clear and open communication with the customer and the internal interfaces we need to solve the problem. Certain customer inquiries require a detailed fault analysis on site, after which you will also travel to our customers worldwide in this function in order to get to the bottom of the problem

Responsibilities

• First point of contact for our customers in the event of faults
• Technical analysis of the problem at the customer's premises, if necessary
• Independent support of the customer service hotline and the email account for customers
• Tracking tickets and the tasks assigned to them in the CRM system
• Analyzing tickets before and after troubleshooting assignments based on service reports
• Analyzing, processing and resolving technically complex customer complaints worldwide and interculturally
• Compilation of solution documents from various sources in a knowledge database
• Close cooperation with many SKAN divisions, SKAN subsidiaries and third parties
• Representing Customer Services at FAT, trade fairs and other events
• The technical analysis and assessment of a fault requires worldwide travel of approx. 50% on average
• The assignments are carried out after extensive training by our SKAN Academy

Hardskills

• Several years of in-depth professional experience in technical service and customer service is required
• Several years of solid experience in troubleshooting and maintenance of machines and systems is also required
• Ideally, you will also have initial automation knowledge with PLC and Zenon applications
• Initial experience in the GMP environment is ideal
• Fluency in German and English is a must
• Customer and solution-oriented way of thinking
• Good communication skills
• Stress resistance and professional approach to complaint management
• Willingness and curiosity to familiarize yourself with new technologies and to rectify system faults
• High degree of flexibility due to on-site customer assignments

We offer you

• An open and collegial corporate culture
• Freedom for ideas
• Participation in sports and leisure activities
• Promotion through further training, especially at our SKAN Academy
• Intensive and job-oriented introduction
• Short decision-making paths and flat hierarchies
• Open communication policy
• 5 weeks holidays and the possibility of further holidays