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

Founded in 1968, SKAN is one of the pioneer companies in the specialist fields of cleanroom equipment and the development of isolators for the pharmaceutical industry. Innovative products, customer-specific solutions, and a powerful service and support organization have made SKAN a market leader and an important partner to industry and research laboratories.

At a glance

To strengthen our service team, we are looking for a technically savvy individual who combines two central areas of responsibility: professional Complaint & Case Management and the overarching technical coordination of complex service orders. You will process demanding technical customer complaints and recurring customer problems, from evaluation and root cause analysis to sustainable solutions. At the same time, for selected, exceptionally large or technically complex assignments - for example, extensive requalifications, work on large filling line isolators, or assignments involving multiple Field Engineers and external suppliers - you will take over the overall technical coordination. In doing so, you will connect customers, Field Service, Technical Support, Engineering, Project Management, Quality Assurance, and other specialist departments, ensuring clear interfaces, early risk assessment, and a structured flow of information.

Tasks

Complaint Management

• Independent recording, evaluation, and processing 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, measure, and escalation management
• Coordination of the involved specialist departments for structured root-cause analyses and sustainable solution finding
• Ensuring complete and traceable documentation, as well as deriving and tracking appropriate corrective and preventive actions (CAPA)
• Identification of recurring issues and technical trends for the continuous improvement of product and service quality
• Competent technical contact person for customers during the entire complaint process in German and English

Technical coordination of complex service orders

• Taking over the overarching technical coordination for selected complex, critical, or exceptionally extensive service orders and Field Service assignments; standardized service assignments remain within established processes
• Ensuring the overall technical overview as well as the coordination of interfaces, responsibilities, and dependencies between the parties involved
• Technical assessment of customer requirements, inquiries, and possible scope changes, as well as supporting field and project teams in defining further procedures
• Coordination between customers, Field Service, Technical Support, Engineering, Project Management, Quality Assurance, external suppliers, and other specialist 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 assignments, and technical analyses into an overarching overall picture
• Identification of patterns, technical connections, and possible systemic causes, as well as coordination of the relevant specialist departments for sustainable solution finding
• Early detection of cases with increased escalation or complaint potential
• Transfer of complex or difficult-to-solve customer problems into the formal complaint process, if necessary
• Use of findings for the preventive avoidance of future complaints and for the improvement of products and services
• Process optimization: Active participation in the design and further development of the complaint and case management processes to sustainably increase customer satisfaction

Hardskills

• Degree (HF / FH / University) in Engineering, Life Sciences, or a comparable technical field, or equivalent technical training with corresponding professional experience
• Professional experience in a technically demanding product, plant, or service environment; experience in the coordination of 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 the ability to quickly grasp and structure complex technical matters
• Very good German and English skills, both written and spoken; French skills are an advantage

Softskills

• Structured, independent, and reliable way of working
• Analytical and solution-oriented mindset with a strong overall technical understanding
• Ability to maintain an overview and set priorities even in complex situations
• Confident, diplomatic, and customer-oriented demeanor
• Very good communication, moderation, and conflict resolution skills
• Ability to bring together different technical and organizational interests
• High level of initiative, sense of responsibility, reliability, and resilience
• Ability to work in a team, 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
• Promotion through further education, especially at our SKAN Academy
• Intensive and job-oriented onboarding
• Short decision-making paths and flat hierarchies
• Open communication policy
• 5 weeks vacation and Mögl