Technical Support Advisor
About the role
You will provide 1st and 2nd level product and technical support on all incoming customer inquiries (via ticketing system, e-mail, or telephone) on the entire product portfolio, including independent troubleshooting and complaint handling.
You will execute process improvement initiatives to Improve Customer satisfaction.
You will understand and use the ticket system to document, escalate, and resolve issues and facilitate timely responses to customers.
You will serve as liaison between the Körber Pharma sister companies and/or third-party companies on machine installation issues or technical issues.
You will assist project management with the planning and coordination of the commissioning of new projects and retrofits.
You will provide support for legacy part inquiries.
You will prepare spare parts packages and documentation such as maintenance contracts, maintenance schedules, or technical manuals, training, etc.
You will provide technical advice or organization support to our field service engineers, including pre- and post-discussions of service orders.
You will provide field support to customers when additional support is needed. May be required to visit customers to proactively identify and address concerns and resolve problems.
You will support management and cross-functional teams on other duties as needed.
You will maintain a clean and safe work area.
You will show a strong eagerness to learn and a positive attitude everyday.
You will work on special projects as needed.
Responsibilities
- Provide 1st and 2nd level product and technical support on all incoming customer inquiries (via ticketing system, e-mail, or telephone) on the entire product portfolio, including independent troubleshooting and complaint handling.
- Execute process improvement initiatives to Improve Customer satisfaction.
- Understand and use the ticket system to document, escalate, and resolve issues and facilitate timely responses to customers.
- Serve as liaison between the Körber Pharma sister companies and/or third-party companies on machine installation issues or technical issues.
- Assist project management with the planning and coordination of the commissioning of new projects and retrofits.
- Support management and cross-functional teams on other duties as needed.
- Maintain a clean and safe work area.
- Show a strong eagerness to learn and a positive attitude everyday.
- Work on special projects as needed.
Requirements
- You have a vocational or Associate’s degree in a technical field.
- You have 5 to 7 years of applicable technical / application experience in manufacturing and automation equipment.
- You have experience with Packaging in the Packaging industry with pharmaceutical experience being a plus.
- You preferably have experience with Sales Force or CRM.
- You possess professional telephone etiquette.
- You possess excellent customer services / technical support skills.
- You possess strong oral and written communication skills.
- You demonstrate mathematical competence.
- You are able to multi-task.
- You understand parts processing.
- You are able to plan and schedule.
- You have knowledge of lifecycle management.
- You are able to take direction and provide direction.
- You can demonstrate a high proficiency of computer literacy with common computer programs such as Microsoft PowerPoint, Word, Excel, Outlook (Sales Force and ERP systems a plus).
- German Language knowledge a benefit.
- You are able to provide support outside regular business hours.
- You are able to travel occasionally both domestically and internationally.
Qualifications
- You have a vocational or Associate’s degree in a technical field.
- You have 5 to 7 years of applicable technical / application experience in manufacturing and automation equipment.
- You have experience with Packaging in the Packaging industry with pharmaceutical experience being a plus.
- You preferably have experience with Sales Force or CRM.
- You possess professional telephone etiquette.
- You possess excellent customer services / technical support skills.
- You possess strong oral and written communication skills.
- You demonstrate mathematical competence.
- You are able to multi-task.
- You understand parts processing.
- You are able to plan and schedule.
- You have knowledge of lifecycle management.
- You are able to take direction and provide direction.
- You can demonstrate a high proficiency of computer literacy with common computer programs such as Microsoft PowerPoint, Word, Excel, Outlook (Sales Force and ERP systems a plus).
- German Language knowledge a benefit.
- You are able to provide support outside regular business hours.
- You are able to travel occasionally both domestically and internationally.
Skills
- Technical Support
- Customer Service
- Technical Troubleshooting
- Process Improvement
- Project Management
- Field Service
- Documentation
- Technical Advice
- Training
- Communication
- Mathematics
- Multi-tasking
- Parts Processing
- Scheduling
- Lifecycle Management
- Direction Taking
- Computer Literacy
Benefits
- Competitive Salary
- Medical, Dental, and Vision Insurance
- Dynamic and International Work Environment
- Casual and Flexible Work Environment
Pay
Salary information is a general guideline only. Individual compensation will be determined by various factors such as scope and responsibilities of the position, experience, education, skills, location, and market and business considerations.
Schedule
Details regarding the schedule are not specified in the job posting.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Fun and Casual Work Environment