Technical Support and Customer Success Specialist

POSITION SUMMARY

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€ ,00€ per year

Work Location: Hybrid remote in 64293 Darmstadt