Aseptic Filler Mechanical Product Support Expert

Sidel; Atlanta (GA); Hybrid; USD 3,444,000 - 5,510,400; Full time

Benefits offered by this job

Healthcare Coverage from Day One

401K Matching

Vacation Entitlement (Seniority-based)

Employee Referral Bonus

Sick Leave Benefits

Travel Support

Continuing Education Programs

Career Growth Paths

Employee Discounts

Job summary

SIDEL is hiring for an Aseptic Filler Mechanical Product Support Expert to provide daily on-site and remote technical support for aseptic filler equipment. The role ensures fast, accurate responses to customer issues, supports FSEs, and drives corrective actions with data-driven RCA.

The position is in office/onsite environments with comprehensive benefits and travel opportunities, requiring strong English communication and leadership across regions.

Qualifications

• Minimum 3 years of technical assistance or field experience.
• Knowledge of SIDEL Aseptic Fillers and Capdis (Combi / Standalone).
• Fluent English required.
• Strong problem solving and customer service mindset.
• Ability to lead meetings across regions and customers.

Responsibilities

• Support external customers and Field Service Engineers via ticketing system.
• Provide on-call support across zones during week and weekends as needed.
• Deliver daily telephone and email support for mechanical issues.
• Manage Non-Conformity and warranty costs on SINCRO.
• Assist FSE during new project installations and site service.
• Apply root cause analysis and drive preventive actions.
• Provide preliminary solutions to customers.
• Oversee retrofit applications for installed base.
• Support service activities: spare parts, training, maintenance, Line Improvement.
• Visit strategic deals to collect customer feedback.
• Coordinate on-site visits for issues needing RCA.

Skills

Technical Support

English fluency

Customer service

Root Cause Analysis

Leadership

Job description

Aseptic Filler Mechanical Product Support Expert is part of the Product Support Americas organization. The job takes place both in the office and onsite. In both situations the resource must secure the operational follow up & technical support of all aseptic equipment (standalone or in Comb mode) on the mechanical side, throughout the whole life of the machine. The candidate has also to secure that the population of colleagues (FSE, PM, CCM, ASM) in contact with the customer are well supported through email, telephone and onsite support. Finally, the person is also in charge to secure the preparation and the distribution of the appropriate documentation concerning the troubleshooting of mechanical issues on aseptic equipment. Aseptic Filler Mechanical Product Support Expert provides daily telephone & email support for mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on aseptic filler equipment. Secure and manage Non-Conformity and warranty cost on the SINCRO tool. Support FSE during new aseptic project installation and service site execution on mechanical issues. Apply Root Cause Analysis methodology on mechanical issues on aseptic equipment, driving data collection and preventive/corrective action. Report in concise manner the issues seen on the field and requests for engineering modification to the Product Group. Visit periodically strategic deals & customers in order to collect customer feedback on performances or eventual technical issues.

AS AN EMPLOYEE AT SIDEL, YOU WILL HAVE THE FOLLOWING CONDITIONS

• Paid Hourly Position
• Annual Performance
• Comprehensive Healthcare Coverage including Medical, Dental, and Vision from Day One, with Employer Covering 80% of Costs
• 4% 401K Matching
• Recognition of Seniority for Vacation Entitlement
• Employee Referral Bonus Program
• Sick Leave Benefits
• Business Travel Support
• Continuing Education Programs
• Pathways for Career Growth
• Multiple Employee discounts with worldwide recognized brands

YOUR MISSION

• Participate to the Contact Center Ticketing System and provide solution and support to our external customers as well as to our Field Service Engineer on aseptic filler equipment.
• Participate to the On Duty activities to support over zones / regions during the week and the weekend as required by the business.
• Provide daily telephone & email support for mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on aseptic filler equipment.
• Secure and manage Non-Conformity and warranty cost on the SINCRO tool.
• Support FSE during new aseptic project installation and service site execution on mechanical issues.
• Apply Root Cause Analysis methodology on mechanical issues on aseptic filler equipment, driving data collection and preventive/corrective action. Report in concise manner the issues seen on the field and requests for engineering modification to the Product Group.
• Provide any preliminary solution to internal and external customers.
• Secure retrofit application on the aseptic installed base concerning mechanical solution.
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Visit periodically strategic deals & customers in order to collect customer feedback on performances or eventual technical issues.
• Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for aseptic filler equipment.

YOUR PROFILE

• 3 years at least of technical assistance and/or field experience.
• Knowledge of SIDEL Aseptic Fillers and Capdis (Combi / Standalone).
• Fluent level of English is a must.
• Ability to manage and satisfy customer requests.
• Problem Solving attitude.
• Leadership during internal and external meetings (regions, customers).