Manager Customer Support & Field Service

Manager Customer Support & Field Service

Location: Heppenheim, HE, DE

Work Arrangement: Hybrid

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 part of Dover Corporation.

Responsibilities

Dedicated Support for Key Account in Europe (50%)

• Support customers in case of reported incidents by analyzing provided data e.g. failure description, system information, and log files.
• Provide remote support and troubleshooting.
• Align with internal technical teams e.g. R&D for software-related incidents that cannot be solved within the Customer Support Team.
• Support Field Service Technicians and Partners in case of technical questions for dedicated lines of Key Account.
• Align with the service team in case of hardware defects.
• Regular communication and meetings with Key Account for case follow-ups, knowledge sharing, and continuous support.
• Installation and configuration as well as qualification of Track&Trace systems within the customer IT infrastructure remotely.
• Share best practices within the team and identify opportunities to improve products and services for our customers.

Field Service (50%)

• Manage Field Service.
• Continuously manage and develop the PCE Field Service Team.
• Monitor utilization, backlog execution, and customer satisfaction.

Development of Field Service Team and Partner

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

Minimum Requirements

• 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).
• 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.
• 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.
• Mandatory: English fluently; additional languages helpful.
• Independent and structured way of working, good communication skills, team player.
• High willingness to travel globally (80%).

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.