Tech Support Coordinator

Job description

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services. At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach. Job Description: Tech Support Coordinator When a customer’s logistical system goes down, minutes matter. 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. No scripts. No routine. Every day brings new challenges. What You’ll Be Doing: Incident Intake & Technical Assessment Act as the first point of contact for customers reporting technical issues via phone or email Analyze incidents based on urgency, complexity, and business impact Quickly determine the best path to resolution — whether hands-on guidance or escalation Collaborate with internal experts (PC/PLC Engineers, Service Engineers) and external partners such as SEW, Sick, Datalogic, Caljan, Interroll and more... Coordination & Customer Communication Coordinate follow-up actions with internal teams such as Job prep, planning, service engineering, and technical specialists Guide and instruct customers and/or engineers remotely to resolve issues whenever possible Proactively keep customers informed — you manage expectations and build long-term trust Ensure accurate documentation, administrative processing, and smooth case closure in the call-handling system Continuous Improvement & Team Contribution Actively contribute ideas to improve processes, service quality, and customer satisfaction Help shape how Technical Support evolves within the broader LPS organization Stay curious and continue building your technical and coordination skills What You’ll Bring You don’t need to be perfect — but you should recognize yourself in most of this: 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) Why You’ll Enjoy Working With Us 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 Ready for the Next Step? If you enjoy combining technology, coordination, and customer interaction, and you want a role where you are trusted, challenged, and supported — we’d love to hear from you. If this role sounds exciting and matches your experience, apply and let’s start the conversation!