Technical Support Specialist for Pharmaceutical Automation
7 days ago
Job Summary:
We are seeking a highly skilled Technical Support Specialist to join our team at Manchac Technologies LLC. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our customers, ensuring seamless operation of our DOSIS systems in partner pharmacies.
About the Role:
This is a full-time position that requires excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer experiences. You will work closely with customers, engineers, and other stakeholders to troubleshoot and resolve technical issues, provide training, and ensure timely resolution of high-priority cases.
Responsibilities:
- Build strong relationships with customers through regular phone calls, emails, case notes, and on-site visits
- Troubleshoot, resolve, or escalate high-severity cases within agreed-upon timeframes
- Document all interactions and steps taken in case notes, including detailed information about each interaction and machine activity
- Create new cases, diagnose issues, and order parts promptly and accurately
- Perform peer reviews and escalate complex cases as needed
- Travel to customer sites for installation, configuration, troubleshooting, and ongoing training, approximately 25% of scheduled time
- Answer incoming calls before they roll over to the answering service
- Mentor and train other team members as requested by supervisors
- Stay up-to-date on company products, services, resources, and processes to effectively address customer inquiries and troubleshoot DOSIS systems
Requirements:
- High school diploma or equivalent required
- Proven customer service experience preferred
- Mechanical, electrical, or technical skills required
- Experience with pharmaceutical automation an asset but not necessary
- Intermediate or advanced MS Office skills
Benefits:
- $17-$20 per hour competitive salary
- 8-hour shift Monday to Friday (7am-7pm)
- Overtime available periodically
- Holidays and weekends may require on-call periods
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