Technical Support Specialist Ultherapy (f/m/d)

Full Time
Eckenheimer Landstraße 100, 60318 Frankfurt am Main, Deutschland
Experienced Professional
January 28, 2024
Technical Support Specialist Ultherapy (f/m/d)

Merz Aesthetics is an international company in the field of aesthetic medicine. Our broad product portfolio is synonymous with top quality in each of their categories and is highly regarded by healthcare professionals worldwide. As Merz Aesthetics, we are part of the Merz Group with our EMEA headquarters located in Frankfurt am Main, Germany. Our global head office is located in Raleigh, North Carolina, USA. Every day, more than 1,600 employees in 36 countries are committed to restoring and maintaining the skin's beauty. Would you like to become part of our success story? Then join Merz Aesthetics!


As a Technical Support Specialist (2nd level) for our Ultherapy devices for non-invasive skin tightening, you are handling technical complaints from our customers in the EMEA region in alignment with operational and legal requirements:

  • Receive and document reported complaints in quality systems in close collaboration with our manufacturing plant in Wisconsin, USA
  • Conduct root cause analysis based on error description and screening of support logs
  • Provide remote troubleshooting guidance
  • Process complaints in SAP in close alignment with our External Service & Repair Partner in Germany
  • Review repair documentation and perform quality release of devices
  • Coordinate collection of defective devices and return transport after completion of repair
  • Administer loaner devices to customers in order to secure their business while repair is underway
  • Issue credit notes and settle repair costs
  • Completed commercial professional training
  • 3+ years of experience in Customer Service or Technical Support
  • Experience in complaint handling
  • High degree of customer centricity
  • Solution-oriented work style
  • Passionate and skilled about solving technical issues
  • Good understanding of logistical processes
  • Very good verbal and written communication skills required in both English and German
  • Experience with SAP welcome (SD/QM/WM)
  • Advanced MS Excel skills (Power Point skills welcome)
  • Putting people first: You can expect to find an open work culture with flat hierarchies and short decision-making paths at Merz Aesthetics. You will collaborate with colleagues from all around the globe. And if life takes an unexpected turn and you need help or advice, then you can always rely on our Employee Assistance Program.

  • Family and work: Our employees should be able to reconcile their family and work commitments. That’s why you’ll find, for example, company day care centers at our locations. We have been awarded the “Family-Friendly Company” certificate from the Hertie Foundation for our commitment to family and work.

  • Work-life harmony: Our time is precious; our daily routines individual. To help you reconcile work and leisure time with their conflicting demands, we have adopted contemporary flexible working time models. We offer you flextime/trust-based working time and mobile working. Our employees also benefit from generous arrangements for annual leave.

  • Ongoing training: Your personal and professional development is the key to success for us. To this end, we hold regular development discussions and facilitate a wide range of management and specialist training courses, soft skills courses, e-learning courses, language courses and coaching sessions.

Find out more about our benefits here.

We are looking forward to your application!

You can find more information at https://merz-aesthetics.info/

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