Technical Customer Service Specialist

Technical Customer Service Specialist

Founded in 1968, SKAN 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!

Overview

We are looking for an experienced Customer Service reinforcement in our 14-strong Customer Service team for the technical area. In our team we develop and maintain close relationships with our 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 internal interfaces that we need to solve problems.

Responsibilities

• First point of contact for our customers in the Customer Service department to recognise and solve problems with and for customers
• Independent support of the customer service hotline and the mail account for customers for all pre-/after-sales enquiries
• Tracking tickets and workflow of tasks in the CRM system
• Analysing tickets before and after implementation based on service reports
• Processing and resolving technically complex customer complaints worldwide and interculturally
• Compiling solution documents from various sources in a knowledge database
• Close cooperation with all SKAN departments, SKAN subsidiaries and third parties
• Representation of Customer Services at FAT, trade fairs and other events
• Travelling >25%

Hardskills

• Solid full-time professional experience in technical service and customer service
• Profound, practical knowledge in the organisation, maintenance and repair of machines and systems
• Working in GMP-regulated environments
• Very good knowledge of German and English

Softskills

• Customer and solution-orientated way of thinking
• Good communication skills
• Stress resistance and a professional approach to complaints management
• Willingness and curiosity to familiarise yourself with new technologies

We offer you

• An open and collegial corporate culture
• Room for ideas
• Participation in sports and leisure activities
• Support through further training, especially at our SKAN Academy
• Intensive and job-orientated induction training
• Short decision-making processes and flat hierarchies
• Open communication policy
• 5 weeks holiday and the possibility of additional days off

For questions please contact Ivana Batt