Responsibilities
1. Initial contact and coordination of complaints: Receipt, processing, and complete documentation of customer complaints worldwide
2. Customer communication: Competent contact person for technical queries and support throughout the entire complaint process (German & English)
3. Cross-departmental collaboration: Interface with quality assurance, purchasing, and product management, among others, to initiate immediate measures and sustainable solutions
4. Complaint management workflow: Recording of errors, root cause analysis, tracking of quality reports, and handling of warranty claims in compliance with regulatory requirements (ISO 9001, ISO 13485, GMP, MDR, FDA, etc.)
5. Key figures & evaluations: Monitoring of complaint KPIs, preparation of reports for management, and support of the sales team during customer visits
6. Audit preparation: Collaboration in the preparation and implementation of customer audits in the service area
7. Process optimization: Active participation in and compliance with complaint processes for the continuous improvement of customer satisfaction
Hardskills
8. Experience in complaint management/complaint handling
9. Statistics and data analysis
10. Knowledge of quality management (QM) and error analysis (root cause analysis)
11. Familiarity with ISO standards (e.g., ISO 9001, ISO 13485 in the medical technology sector)
12. Knowledge of necessary material certifications (3.1, FDA, USP VI, etc.) in the pharmaceutical sector is an advantage
13. Understanding of technical products/systems, ideally in the pharmaceutical or mechanical engineering environment
14. Experience in handling warranty claims and customer returns
15. Familiarity with process and quality management software tools, ideally Consense or others
16. Very good German and excellent English skills
Softskills
17. Structured and independent way of working
18. Technical understanding of products
19. Diplomatic and customer-oriented manner
20. Pragmatic and solution-oriented mindset
21. Ability to work in a team, reliability, and flexibility
22. Communication and conflict management skills
23. Ability to work under pressure and resistance to stress
24. Empathy and the ability to put yourself in the customer's shoes
We offer you
25. An open and collegial corporate culture
26. Freedom for ideas
27. Participation in sports and leisure activities
28. Promotion through further training, especially at our SKAN Academy
29. Intensive and job-oriented induction
30. Short decision-making paths and flat hierarchies
31. Open communication policy
32. 5 weeks holidays and the possibility of further holidays
To apply, please upload your complete application documents (resume, diplomas, and references) to our career page. We are not currently working with external service providers or recruitment agencies for this position.