Tech Support Coordinator

Job Description

As a Tech Support Coordinator, you are the person customers rely on first— the calm, technical, and structured professional who turns incidents into solutions. You will be part of our Lifecycle Performance Services (LPS) organization, responsible for maintaining, supporting, optimizing, and upgrading complex transport and sorting systems used in high-performance logistics environments. This role combines technical insight, coordination, and customer communication, giving you real impact every single day.

• Act as the first point of contact for customers reporting technical issues via phone or email, analyzing incidents based on urgency, complexity, and business impact.
• Determine the best path to resolution—hands-on guidance or escalation—quickly and effectively.
• Collaborate with internal experts (PC/PLC Engineers, Service Engineers) and external partners such as SEW, Sick, Datalogic, Caljan, Interroll, and more.
• Coordinate follow-up actions with internal teams (Job prep, planning, service engineering, technical specialists) and guide/instruct customers and/or engineers remotely to resolve issues whenever possible.
• Proactively keep customers informed, manage expectations, and build long-term trust.
• Ensure accurate documentation, administrative processing, and smooth case closure in the call-handling system.
• Actively contribute ideas to improve processes, service quality, and customer satisfaction, and help shape the evolution of Technical Support within LPS.

• MBO+ or Bachelor's degree in a technical discipline (Mechanical Engineering, Electrical Engineering, Mechatronics, or Technical Business Administration).
• At least 2 years of experience in a technical, service-oriented, or logistics environment.
• Strong communication and coordination skills.
• Solid technical affinity and a desire to understand how systems really work.
• A structured, analytical mindset with strong problem-solving abilities.
• Customer-focused, resilient, and able to stay effective under pressure.
• Fluent in English (German is an advantage).

• A dynamic, high-impact role where your actions truly matter.
• An enthusiastic, supportive team in an informal, fast-growing organization.
• Exposure to advanced logistics systems and international technology partners.
• Real opportunities to learn, grow, and develop—technically and professionally.
• A competitive salary and benefits package.