Manager Customer Support & Field Service

Systech provides trusted identification and traceability solutions that establish essential product data, ensure digital connectivity and enable real-time insights—on the packaging line and throughout the supply chain. With decades of experience as the pioneer of pharmaceutical serialization, and further strengthened through our recent acquisition of Pharmacontrol Electronic GmbH (PCE), a prominent European pharmaceutical track & trace solutions provider, Systech offers comprehensive, easily configured, turnkey software solutions with reliable implementation and expert support. Global brands across industries rely on Systech's platform to help them achieve their objectives in compliance, resiliency, sustainability, and digital transformation. Systech is a leading brand of Markem-Imaje, a global product identification, packaging intelligence, and connected product solutions provider and a part of Dover Corporation.

Education

Vocational training in the field of electronics (electronics technician for devices and systems, information technology; automation technology), successfully completed as a technician or engineer (m/f/d).

Experience

Ideally practical experience as field service for technical systems within the pharmaceutical or packaging industry, measurement technology and testing technology, sensor technology, mechanics or image processing technology.

Technical Skills

Proven network knowledge (infrastructure) and ideally experience in using Windows (e.g. with the registry; Acronis or Symantec). Database knowledge (SQL/Oracle) and PLC knowledge are a plus.

Languages

Mandatory: English fluently. Additional languages helpful.

Soft Skills

Independent and structured way of working, good communication skills, team player.

Travel Requirements

High willingness to travel globally 80%.

Job Responsibilities

Dedicated Support for Key Account in Europe 50%

• Answer customer questions regarding Track & Trace system.
• Support customer in case on reported incidents by:
• Analysing provided data e.g. failure description, system information and log files.
• Remote support and troubleshooting.
• Alignment with internal technical teams e.g. R&D in case of software related incidents that cannot be solved within the Customer Support Team.
• Support of Field Service Technicians and Partners in case of technical questions for dedicated lines of Key Account.
• Alignment with service team in case of hardware defects.
• Regular communication and meetings with Key Account for case follow-ups, knowledge sharing and continuous support.

Remote Installation

• Installation and configuration as well as Qualification of Track & Trace systems within the customer IT infrastructure remotely.

Continuous Improvement

• Best practice sharing within the team and identifying opportunities to improve products and services for our customers.

Field Service 50%

Manage Field Service

• Continuously manage and develop PCE Field Service Team.
• Monitoring of utilization, backlog execution, customer satisfaction.

Development of Field Service Team and Partner

• Plan and manage onboarding of Field Service Technician and Partner.
• Support creating training content based for Field Service specific topics in alignment with Subject Matter Experts e.g. Product Management and R&D Teams.
• Provide internal and partner trainings and support during technical onboarding on request.