CUSTOMER SERVICE TECHNICIAN

IMA Life North America; City of Tonawanda (NY); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision insurance

401(k) retirement plan

Continuous learning and training opportunities

Job summary

A technology company in pharmaceutical solutions is seeking a Customer Service Technician in Tonawanda, NY. The role requires performing maintenance on freeze-drying equipment, troubleshooting issues, and managing service documentation. Candidates should have a technical degree or equivalent experience, excellent communication skills, and be available for significant travel. The position offers a salary range of $60,000 - $65,000, with bonuses and extensive benefits.

Qualifications

• 3–5 years of experience in similar roles or equivalent technical expertise.
• Available to travel up to 80%, including internationally.
• Ability to read mechanical and electrical drawings.

Responsibilities

• Perform preventive maintenance on freeze-drying equipment.
• Troubleshoot system errors and implement corrective actions.
• Manage documentation required for service execution.

Skills

Technical certificate in electro-mechanical or process disciplines

Experience in installation and maintenance of industrial equipment

Strong organizational skills

Excellent communication skills

Education

Technical degree in a related field

Job description

IMA Life North America, a division of the IMA Group, specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries. We are looking for a Customer Service Technician to join our Tonawanda, NY team.

Job Summary

• Perform preventive maintenance on IMA Life freeze-drying equipment installed worldwide, ensuring safe and efficient operation
• Troubleshoot system errors and failures, identify root causes, and implement corrective actions to restore equipment functionality
• Support equipment commissioning and, when not in the field, assist with production, testing, and customer service tasks
• Complete and manage documentation and computer records required for service execution and quality tracking
• Remain available for on-call support as required by service agreements
• Represent the company professionally at customer sites with punctuality and appropriate conduct
• Develop and maintain positive customer relationships to ensure satisfaction and service excellence

Skills And Experiences

• Technical certificate in electro-mechanical or process disciplines, or associate degree in a technical field with 3–5 years of experience in installation, commissioning, and maintenance of industrial equipment, or equivalent hands-on technical experience.
• Available to travel up to 80%, including internationally
• Understanding of control systems using PC and PLC architectures.
• Experience in the maintenance of complex industrial equipment.
• Ability to read and interpret mechanical and electrical drawings to support field troubleshooting and service activities.
• Strong organizational skills and ability to manage workload independently.
• Excellent communication and customer-facing skills; ability to represent the company positively at customer sites.

What Would Make You a Great Fit

• Experience supporting the installation, commissioning, and maintenance of complex industrial equipment.
• Ability to troubleshoot equipment issues independently under time constraints.
• Familiarity with working in FDA-regulated or other highly regulated environments (e.g., pharmaceutical or biotech).
• Willingness to travel extensively and provide flexible on-call support as required.
• Strong commitment to delivering high-quality service and maintaining positive long-term customer relationships.
• Familiarity with freeze-drying processes in pharmaceutical applications.

SALARY RANGE

• $60,000 - $65,000
• Overtime
• Bonus

What We Offer

• GLOBAL ENVIRONMENT: A dynamic and innovation-driven workplace, part of a multinational and multicultural group.
• DIVERSITY & INCLUSION CULTURE: Promoted through the Corporate Code of Ethics and dedicated programs.
• CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
• WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.

IMA IS AN EQUAL OPPORTUNITY EMPLOYER.