Manager Customer Support & Field Service

Markem-Imaje • Delaware, Delaware • 4w ago

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 a part of Dover Corporation.

Education

Professional carrer

Technical knowledge

Language

Soft skills

Other

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)

Ausbildung im Bereich Elektronik (Elektroniker für Geräte und Systeme, Informationstechnik; Automatisierungstechnik), als Techniker oder Ingenieur (m/w/d) erfolgreich abgeschlossen

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

Idealerweise Erfahrungen im Field Service für technischen Anlagen, idealerweise aus der Pharma- oder Verpackungsindustrie, Messtechnik und Prüftechnik, Sensortechnik, Mechanik oder Bildverarbeitungstechnik

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

Praxiserprobte Netzwerkkenntnisse (Infrastruktur) und idealerweise Erfahrung im Umgang mit Windows (z.B. mit der Registry; Acronis oder Symantec)

Datenbank-Kenntnisse (SQL/Oracle) und SPS-Kenntnisse wären von Vorteil

Mandatory: English fluently

Additional languages helpful

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

Selbstständig, strukturierte Arbeitsweise, gute Kommunikationsfähigkeiten, Teamplayer

high willingness to travel globally 80%

hohe Reisebereitschaft

Dedicated Support for Key Account in Europe 50%

Customer support

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 trouble shooting

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

Aligement 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 Qualfiication 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

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.

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