Customer Service & Equipment Technician

Fagron; Decatur (AL); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Extensive benefits package

Open and dynamic work environment

Job summary

Fagron in Decatur, AL is seeking a detail-oriented Customer Service & Equipment Technician for a hybrid role that blends technical support with hands-on equipment maintenance. You will troubleshoot equipment, coordinate service and repairs, guide customers through setup and calibration, and document interactions in our CRM and ERP systems.

The role requires excellent communication, teamwork, and a willingness to learn; training on our equipment is provided to develop your technical and

Qualifications

• Minimum 1 year of experience in technical support or customer-facing roles.
• Hands-on troubleshooting of mechanical/electro-mechanical equipment preferred.
• Familiarity with ERP and CRM systems.
• Experience with shipping, receiving, and service logistics a strong plus.

Responsibilities

• Diagnose, troubleshoot, and resolve equipment issues.
• Perform in-house testing, maintenance, and repair of equipment.
• Coordinate repairs, parts replacements, and logistics.
• Guide customers through setup, calibration, and maintenance with clear instructions.
• Log service interactions and resolutions in CRM/ERP for case tracking.
• Prepare and ship replacement parts, service kits, or loaner units.
• Support customer training and onboarding.
• Maintain a clean, organized service workspace and inventory.

Skills

Technical support

Customer service

Troubleshooting

Communication

Tools

ERP

CRM

Job description

About the job

We are seeking a detail-oriented Customer Service & Equipment Technician to join our team in Decatur, AL. This hybrid role blends technical customer service with hands‑on equipment maintenance responsibilities. You will play a critical role in supporting compounding pharmacies across North America by troubleshooting equipment issues, coordinating service and repairs, and ensuring customers receive timely, effective solutions to keep their operations running smoothly. You will work closely with our Sales & Customer Success teams as well as attention to detail, strong communication, team player mentality, and a willingness to share and learn are important to success in this role.

Responsibilities

• Diagnose, troubleshoot, and resolve issues related to mechanical, electrical, or software functionality of equipment.
• Perform in‑house testing, maintenance, and repair of returned equipment and components.
• Coordinate and track repairs, parts replacements, and logistics with courier services (FedEx, UPS, etc)
• Guide customers through proper setup, calibration, and maintenance of equipment, offering clear, step‑by‑step instructions and documentation via email, video, and / or phone calls
• Log all service interactions, repairs, and resolutions in CRM and ERP systems, ensuring thorough case tracking and reporting.
• Prepare and ship replacement parts, service kits, or loaner units as needed.
• Support customer training and onboarding sessions, both for our internal team members and external customers
• Maintain a clean and organized service workspace and inventory of tools and spare parts.

Set yourself apart

Basic Qualifications

• Minimum 1 year of experience in a technical support, equipment service, or customer-facing role. We are able to provide training on our equipment – general technical knowledge is helpful.
• Hands‑on experience troubleshooting mechanical or electro‑mechanical equipment preferred but not required.
• Familiarity with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems preferred.
• Experience with shipping, receiving, and service logistics is a strong plus! We ship primarily domestically but do have international shipments as well.

Core Competencies

• Excellent written and verbal communication skills with the ability to explain technical concepts to non‑technical users.
• Ability to work both independently and as part of a cross‑functional team in a fast‑paced environment.
• High attention to detail, strong organizational skills, and a proactive approach to resolving customer issues.

What's on offer?

Fagron offers exciting opportunities for personal and professional growth, which supports and encourages you to develop your skills and talents. Be part of a collaborative culture that rewards you with competitive compensation, an extensive benefits package and a truly open and dynamic work environment