Manager Customer Support & Field Service 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 insightsu2014on 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-Imajeu00ae, 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 fu00fcr Geru00e4te 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 fu00fcr technischen Anlagen, idealerweise aus der Pharma- oder Verpackungsindustrie, Messtechnik und Pru00fcftechnik, 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 wu00e4ren von Vorteil Mandatory: English fluently Additional languages helpful Independent and structured way of working, good communication skills, team player Selbststu00e4ndig, strukturierte Arbeitsweise, gute Kommunikationsfu00e4higkeiten, 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 positionu2019s responsibilities, a candidateu2019s work experience, a candidateu2019s education/training, the positionu2019s 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.