Technical Complaint & Case Manager

Founded in 1968, SKAN is a pioneer in cleanroom equipment and the development of isolators for the pharmaceutical industry. Innovative products, tailor-made solutions and an effective service organization have made SKAN a market leader and a key partner to industry and research laboratories.

Overview

To strengthen our Service Team, we are looking for a technically skilled professional who combines two central areas of responsibility: professional Complaint & Case Management and the overarching technical coordination of complex service assignments. You will handle demanding technical customer complaints and recurring customer issues from assessment and root cause analysis through to sustainable resolution. 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 on overall technical coordination. In this role, you will connect customers, Field Service, Technical Support, Engineering, Project Management, Quality Assurance, and other functions, ensuring clear interfaces, early risk assessment, and a structured flow of information.

Responsibilities

Complaint Management

• Independently record, assess, and process 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, action, and escalation management
• Coordination of the involved functions for structured root cause analyses and sustainable resolution
• Ensuring complete and traceable documentation as well as defining and following up on appropriate corrective and preventive actions (CAPA)
• Identification of recurring issues and technical trends for the continuous improvement of product and service quality
• Competent technical point of contact for customers throughout the entire complaint process in German and English

Technical Coordination of Complex Service Assignments

• Taking over overarching technical coordination for selected complex, critical, or exceptionally extensive service assignments and field engagements; standard service assignments remain within established processes
• Ensuring an overall technical perspective as well as alignment of interfaces, responsibilities, and dependencies between the parties involved
• Technical assessment of customer requirements, questions, and potential scope changes, as well as supporting Field and Project Teams in defining the next steps
• Coordination between customers, Field Service, Technical Support, Engineering, Project Management, Quality Assurance, external suppliers, and other functional departments
• Early identification of technical risks, interface issues, 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 overall picture
• Identification of patterns, technical relationships, and potential systemic causes, as well as coordination of the relevant functions to achieve sustainable resolution
• Early identification of cases with increased escalation or complaint potential
• Transfer of complex or difficult-to-resolve customer issues into the formal complaint process, where required
• Use of insights to proactively prevent future complaints and improve products and services
• Process optimization: Active involvement in shaping and further developing Complaint and Case Management processes to sustainably increase customer satisfaction

Hardskills

• University of Applied Sciences / technical college / university degree in Engineering, Life Sciences, or a comparable technical field, or equivalent technical education with relevant professional experience
• Professional experience in a technically demanding product, equipment, or service environment; experience coordinating complex service, field, or project assignments 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 language skills are an advantage

Softskills

• Structured, independent, and reliable working style
• 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, facilitation, and conflict-management skills
• Ability to bring together different technical and organizational interests
• High level of initiative, sense of responsibility, reliability, and resilience
• Team spirit, flexibility, and empathy when dealing with customers and internal stakeholders

We offer you

• An open and collaborative corporate culture
• Freedom to contribute and develop ideas
• Opportunities to participate in sports and social activities
• Professional development and continuous learning opportunities, especially at our SKAN Academy
• Comprehensive and career-focused onboarding
• Quick decision-making paths and flat hierarchies
• Transparent and open communication
• 5 weeks of vacation, with the option to take additional leave

Additional information

We look forward to receiving your complete application documents (CV, diplomas and employment references) via our career page.
For this position, we are focusing on direct applications and are not working with external agencies. Any dossiers submitted by agencies will not be processed.

For questions please contact Viviane Braxton.