Technical Support and Customer Success Specialist
Vor 3 Tagen
***
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
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