Customer Service Specialist

TL;DR

Customer Service Specialist: Handling and following up on customer complaints and inquiries about hirify.global products and devices for Germany with an accent on telephone support for analysis systems, complaint documentation, and escalation when needed. Focus on providing technical guidance for test kit handling and supporting logistics like pickup and forwarding of patient sera or kits.

Location: In-office (Neu-Isenburg) & Remote

hirify.global is a global leader in immunodiagnostic and molecular diagnostic solutions.

What you will do

• Receive customer complaints and forward or follow up on them
• Provide telephone support for issues with analysis systems and test kit handling
• Answer product inquiries and provide advice about hirify.global products
• Document all complaints and inquiries in the complaint management system
• Escalate complaints to the Senior AMS Manager for Central Europe when necessary
• Pick up and forward patient sera or kits and participate in projects

Requirements

• Completed training in the medical technology field; B.S./B.A./M.S. in natural sciences/biology/laboratory sciences
• At least 2–3 years of professional experience (depending on training)
• Strong technical understanding and willingness to learn technical details of analysis systems
• Excellent written and spoken German; good written and spoken English
• Ideally laboratory experience and experience with CLIA, ELISA, and molecular testing and automated systems
• Strong problem-solving and decision-making skills

Culture & Benefits

• In-office work in Neu-Isenburg combined with remote work
• Customer-focused environment with operational excellence and teamwork
• People-centered culture emphasizing accountability, inclusion, and continuous development
• Opportunity to contribute to projects and improve patient care outcomes

Hiring process

• Application review and interviews as part of the recruitment process
• Verification of eligibility to work and possible background check where permitted by law