Technical Complaint & Case Manager 80-100% (m/f/d)

Founded in 1968, SKAN is one of the pioneering companies in the specialised fields of cleanroom equipment and the development of isolators for the pharmaceutical industry. Innovative products, customised solutions, as well as a powerful service and support organisation have made SKAN a market leader and an important partner for industry and research laboratories.

At a glance

To strengthen our service team, we are looking for a technically skilled individual who combines two central areas of responsibility: professional complaint & case management as well as the overarching technical coordination of complex service orders. You will handle demanding technical customer complaints and recurring customer issues from assessment through root cause analysis to sustainable resolution. At the same time, you will take on the technical overall coordination for selected, exceptionally large or technically complex assignments – for example, extensive requalifications, work on large filling line isolators, or deployments involving multiple field engineers and external suppliers. In doing so, you will connect customers, field service, technical support, engineering, project management, quality assurance, and other departments, ensuring clear interfaces, early risk assessment, and a structured flow of information. 

Responsibilities

Complaint Management

• Independent recording, assessment, and handling of technical customer complaints in compliance with relevant quality standards, internal processes, and regulatory requirements (e.g. ISO 9001, ISO 13485, GMP, MDR, FDA)
• Systematic tracking, monitoring, and reporting of ongoing complaints including deadline, action, and escalation management
• Coordination of involved departments for structured root cause analyses and sustainable solution finding
• Ensuring complete and traceable documentation as well as deriving and following up on appropriate corrective and preventive actions (CAPA)
• Identification of recurring issues and technical trends for continuous improvement of product and service quality
• Competent technical contact for customers throughout the complaint process in German and English

Technical Coordination of Complex Service Orders

• Assuming overarching technical coordination for selected complex, critical, or exceptionally extensive service orders and field service deployments; standardised service deployments remain within established procedures
• Ensuring the technical overall overview as well as coordination of interfaces, responsibilities, and dependencies between involved parties
• Technical assessment of customer requirements, queries, and possible scope changes as well as support for field and project teams in defining the further approach
• Coordination between customers, field service, technical support, engineering, project management, quality assurance, external suppliers, and other departments
• Early identification of technical risks, interface problems, and potential escalations as well as coordination of appropriate countermeasures

Technical Case Management

• Structured analysis and coordination of long-running and technically complex customer complaints
• Consolidation of information from tickets, service deployments, and technical analyses into an overarching overall picture
• Identification of patterns, technical correlations, and possible systemic causes as well as coordination of relevant departments for sustainable solution finding
• Early detection of cases with increased escalation or complaint potential
• Transition of complex or difficult-to-solve customer problems into the formal complaint process, if required
• Utilisation of insights for the preventive avoidance of future complaints and for the improvement of products and services
• Process optimisation: active participation in shaping and further developing complaint and case management processes to sustainably increase customer satisfaction

Hard Skills

• Degree (HF / FH / University) in engineering, life sciences, or a comparable technical field or equivalent technical training with relevant professional experience
• Professional experience in a technically demanding product, plant, or service environment; experience in coordinating complex service, field, or project orders is an advantage
• Experience in complaint management as well as with root cause analysis and CAPA processes is an advantage
• Knowledge of relevant quality standards and regulatory requirements, e.g. ISO 9001, ISO 13485, and GMP
• Strong technical understanding and ability to quickly grasp and structure complex technical matters
• Very good German and English skills, both spoken and written; French skills are an advantage

Soft Skills

• Structured, independent, and reliable working style
• Analytical and solution-oriented thinking with pronounced technical overall understanding
• Ability to maintain an overview and set priorities even in complex situations
• Confident, diplomatic, and customer-oriented manner
• Excellent communication, moderation, and conflict resolution skills
• Ability to bring together different technical and organisational interests
• High initiative, sense of responsibility, reliability, and resilience
• Team spirit, flexibility, and empathy in dealing with customers and internal stakeholders

We offer

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

Further information

We look forward to receiving your complete application documents (CV, diplomas, and references), which you can submit directly via our career page.

For this vacancy, we rely on direct applications and do not work with external agencies. Dossiers submitted by agencies will not be processed further.

If you have any questions, please contact Viviane Braxton.