Medical Device Service and Complaint Specialist

Sentec is a Swiss American medical device company specializing in respiratory care. Since its founding in 1999 the company utilizes a deep-tech approach that is founded on advanced science and avant-garde technologies for respiratory patients across care areas.

The goal is to support enduring change in clinical practice that reduces challenges of respiratory patients, improves healthcare outcomes, and alleviates cost.

Sentec applies latest scientific results and engineering technologies across the three core platforms transcutaneous monitoring, intrapulmonary percussive ventilation and electrical impedance tomography. The company research, develops and manufactures all products exclusively in-house.

Job Overview

We are seeking a proactive and technically skilled team member to join our Technical Support & Complaint Management team. This role involves managing customer complaints, coordinating the repair and refurbishment of devices, performing hands-on repairs for a defined product group, and supporting both internal and external technical teams.

You will collaborate closely with global departments—including Quality Management, Regulatory Affairs, Manufacturing, and Development—making this a highly interdisciplinary and international position. The ideal candidate brings a strong customer service mindset, technical expertise, and a hands-on approach. A high level of ownership, structured problem-solving, and effective communication with global stakeholders are essential.

Complaint Handling

• Manage the full lifecycle of customer complaints through to closure, including root cause analysis
• Document and evaluate global complaints and identify trends
• Consolidate complaint data and escalate potentially reportable events
• Ensure proactive communication with internal and external stakeholders, including FSCA actions

Repair

• Oversee the repair process from order receipt to delivery
• Serve as the main point of contact for customers during the repair process
• Perform repairs on IPV devices for Rest of World markets

Technical Customer Support

• Provide technical support and troubleshooting
• Respond to technical inquiries from internal and external teams
• Conduct technical training for distributors and service teams

Required Skills and Qualifications

• Strong customer focus and service-oriented mindset
• Experience in technical service, repair, or support
• Solid understanding of mechanics and electronics
• Strong documentation and analytical problem-solving skills
• Familiar with data analysis procedures
• Proficiency in MS Office and familiarity with ERP systems
• Excellent communication skills in English and German, both written and spoken
• Team player with high accountability and initiative

We offer you:

• Meaningful work on products that are life-saving or effectively support patient therapy
• Flat hierarchies, truly interdisciplinary workgroups
• The opportunity to contribute ideas, actively participate, and make decisions
  

Guidelines for unsolicited applications from recruitment agencies and headhunters: We do not accept unsolicited applications from recruitment agencies or headhunters without prior written agreement between both parties. Therefore, we are not liable for any commissions, fees, or costs for spontaneously submitted applications. Any application submitted without prior agreement will be considered a direct application and will not be subject to commission claims.