Technical Support and Customer Success Specialist (m/w/d)TEC4MED LifeScience GmbH • Darmstadt, Hesse, Germany
Technical Support and Customer Success Specialist (m/w/d)
TEC4MED LifeScience GmbH
- Darmstadt, Hesse, Germany
- Darmstadt, Hesse, Germany
À propos
Tec4med LifeScience GmbH is a leading company in the field of innovative and sustainable cold chain solutions for the life science industry. As a subsidiary of Cryoport Inc. (NASDAQ: CYRX), our IoT products and digital platforms enable seamless monitoring of temperature-sensitive drugs and help make global supply chains safer and more efficient.
The Technical Support and Customer Success Specialist will ensure that our customers achieve maximum value from our IoT- and Cloud-based monitoring solutions for the pharmaceutical logistics sector. This role combines technical expertise, project coordination, and relationship management, to deliver outstanding post-sales support and maintain long-term customer satisfaction.
*PRIMARY RESPONSIBILITIES* (include but are not limited to):
_Technical Support & Troubleshooting:_
· Serve as the primary technical contact for assigned customers, resolving issues promptly and coordinating with engineering teams when needed.
· Assist with firmware updates, cloud platform integrations, and system optimization.
· Support compliance processes and documentation for regulated industries.
_Customer Onboarding & Implementation:_
· Support the onboarding process for new clients, ensuring smooth installation, configuration, and validation of IoT monitoring devices.
· Provide hands-on training (remote or on-site) for technical teams and end-users.
_Continuous Improvement:_
· Structure and forward customer feedback to the development team.
· Create technical knowledge base articles, FAQs, data- and factsheets, technical newsletter and training materials.
_Other responsibilities:_
· Foster innovation process through technical feedback (from clients, or yourself).
· Identify opportunities for cross-selling and upselling additional services or devices.
· Assist the development team during problem discovery and solution validation.
*COMPETENCIES & PERSONAL ATTRIBUTES*:
· Solid understanding of Cloud-based software, device connectivity, wireless sensor technology, APIs, and data integration.
· Familiarity with project management tools and CRM tools and basic software design.
· Strong communication and presentation skills in English and German.
· Good language skills and the ability to author well written documents.
· Problem-solving mindset with a proactive approach.
· Ability to manage multiple customer accounts and projects simultaneously.
· Willingness to learn new things.
*QUALIFICATIONS AND EDUCATION REQUIREMENTS*:
· Ideally background in Engineering, Information Technology, Software Development or a related field (University degree is a plus).
· Ideally 1-3 years in a Customer Success, Technical Support, or Application Specialist role (preferably in IoT, SaaS, or related field).
· Ideally a proven track record in supporting hard- and software solutions.
· Ideally experience in regulated industries (pharmaceutical, medical devices, food logistics).
Job Types: Full-time, Permanent
Pay: 40.000,00€ - 55.000,00€ per year
Work Location: Hybrid remote in 64293 Darmstadt
Compétences linguistiques
- English
Avis aux utilisateurs
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