Technical Support Specialist Ultherapy EMEA (m/f/d)

Merz Aesthetics is an independent, internationally active company in the field of aesthetic medicine. For years, our comprehensive product portfolio is among the highest quality in its category and is valued by healthcare professionals worldwide. Merz Aesthetics is part of the Merz Group, with our Europe , Middle East and Africa (EMEA) headquarters in Frankfurt am Main. Our global head office is located in Raleigh, North Carolina, USA. Our purpose is to help people look better, feel better, and live better, and over 3,000 employees across 26 countries are dedicated to this mission. Would you like to become part of our success story? 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: 

The following responsibilities are awaiting you:

• You receive, assess and document technical inquiries and complaints in the quality system.
• You perform initial technical triage, review support logs and guide remote troubleshooting to identify likely root causes and next steps.
• You process complaints in SAP, ensure timely data collection, execute required follow‑ups and evaluate cases for reporting purposes.
• You coordinate the shipment of defective devices to and from the Service & Repair Center and manage loaner devices to ensure seamless customer operations.
• You handle warranty processes and repair cost settlement for out‑of‑warranty cases, ensuring correct execution of cost credits in SAP.
• You maintain and approve Device History Records in SAP to ensure complete and compliant device lifecycle documentation.
• You compile recurring complaint reports for the EMEA region, analyze trends and escalate recurring technical issues.
• You collaborate with Quality, Engineering and Service teams to support CAPA activities and eliminate recurring issues.

What we expect from you:

• You have completed a commercial professional training or hold a degree in Logistics, Supply Chain Management, Business Administration or a comparable field.
• You bring at least 3 years of experience in Technical Support or Customer Service, ideally including complaint handling.
• You are passionate about solving technical issues and bring a solid understanding of logistical processes.
• You communicate confidently in German and English, both written and verbal.
• You have hands‑on experience with SAP and advanced skills in MS Excel.
• You manage your time independently, work with a high degree of initiative and keep customer centricity at the core of your actions.
• You collaborate effectively with different functions, build strong working relationships and act as a reliable problem‑solver.

What you can expect from us:

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 different internal and external support systems.

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. In the EMEA region, we have been awarded the “Top Employer” and “Great Place to Work” certifications for our outstanding HR policies and work culture.

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 flex-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 foster this, we conduct 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 at https://careers.merz-aesthetics.com.

We look forward to your application!