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.
• Prepare spare parts packages and documentation such as maintenance contracts, maintenance schedules, or technical manuals, training, etc.
• Provide technical advice or organization support to our field service engineers, including pre- and post-discussions of service orders.
• 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.
• 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 Support
• Documentation Preparation
• Technical Advice
• Communication Skills
• Mathematical Competence
• 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

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

As part of the team, you contribute to the solution throughout the entire pharma value chain.

Benefits

• Medical, Dental, and Vision Insurance
• Dynamic and International Work Environment
• Casual and Flexible Work Environment

Company Culture

We are an Equal Opportunity Employer and are committed to ensuring equal employment opportunity to all applicants. All hires to our team are based on qualifications, merit, and business needs. It is our policy to give equal employment opportunities to all qualified persons without regard to legally protected characteristics, or any other consideration made unlawful by applicable federal, state/provincial, and/or local law.

We work with selected partners and therefore ask recruitment consultancies to refrain from contacting us by mail or telephone.

Please note that the 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.

Applications must be submitted via our career site. Applicants must be legally authorized to work for ANY employer in the U.S., this position is not eligible for Visa Sponsorship.

We value diversity and therefore welcome all applicants - regardless of gender, nationality, ethnic or social origin, religion/belief, disability, age, sexual orientation and identity, and any other protected status.

You can find out more about our culture here Culture at Körber - it's worth taking a look!

If you have any questions or technical problems, please send us an e-mail to jobs@koerber.com.

Nichole Schally is the responsible person for this job advertisement.

We work with permanent partners and therefore ask recruitment consultants to refrain from contacting us by e-mail or telephone.