Technical Customer Support Specialist

Are you an expert in machine modernizations who thrives at the intersection of service sales and technical delivery? As a Technical Customer Support Specialist you will support regional and central service sales in defining and securing modernization projects for installed packaging machines, acting as the technical interface between sales, engineering specialists and order execution. These projects range from a few thousand euros to around €1M and typically run from a few weeks to several months.

What you’ll do

Sales & solution support
You’ll be the go‑to specialist for modernization enquiries, helping convert leads into robust, low‑risk solutions that meet customer needs.

• Act as the primary technical interface between service sales and internal specialist teams during the offer and order phases.
• Coordinate solution finding for modernization enquiries and assess technical and commercial risks.
• Advise service sales and order management on quotations, ensuring solution feasibility and accurate scope definition.
• Develop concept proposals based on existing technical building blocks to offer optimal modernization options.
• Support handover of accepted projects to Engineering & Service for smooth order execution.

Process & ERP improvement
You’ll also help streamline the internal workflows that underpin modernization projects and customer service.

• Support ERP‑related activities tied to modernization business (order confirmation, invoicing, installation records, complaint handling).
• Identify process bottlenecks and contribute to continuous improvement initiatives across products and services.
• Ensure project documentation is complete and maintained to support timely delivery and invoicing.
• Work closely with order management and operations to improve predictability and control of modernization projects.
• Help embed best practices for tracking and reporting modernization performance.