Technical Support Advisor

Körber Pharma Packaging AG; Fargo (ND); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Casual work environment

Job summary

Körber Pharma Packaging AG is seeking a dedicated technical support professional to deliver 1st and 2nd level support across the product portfolio, troubleshoot, and handle inquiries via ticketing, email, or phone. You will document issues and drive timely resolutions while maintaining a high level of customer satisfaction.

The role emphasizes collaboration with cross-functional teams, field service, and project management to coordinate commissioning, spare parts, and technical documentation in

Qualifications

• Vocational or Associate’s degree in a technical field.
• 5–7 years of applicable technical/customer support experience in manufacturing and automation equipment.
• Experience with packaging in the packaging industry; pharmaceutical experience is a plus.
• Proficiency with Microsoft Office; CRM systems knowledge (Salesforce) is a plus.
• Strong verbal and written communication skills.
• Able to travel occasionally domestically and internationally.

Responsibilities

• Provide 1st and 2nd level product and technical support on inquiries via ticketing system, email, or telephone.
• Execute process improvement initiatives to improve customer satisfaction.
• Document, elevate, and resolve issues in the ticket system; ensure timely responses to customers.
• Serve as liaison between Körber Pharma sister companies and third-party vendors on installation/technical issues.
• Assist project management with planning and coordination of commissioning of new projects and retrofits.

Skills

Technical support

Customer service

Communication

Multi-tasking

Salesforce

CRM experience

Education

Associate's degree in a technical field

Tools

Microsoft Office

CRM systems

Job description

Your role in our team

• 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, elevate, 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 organizational 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 every day.
• You will work on special projects as needed.

Your profile

• 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 excellent customer service/technical support skills.
• You possess strong oral and written communication skills.
• 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 domestic and international.
• You will receive a competitive salary.
• You have access to competitive Medical, Dental and Vision insurance.
• You will be working in a fast‑paced and dynamic environment, with international clients and colleagues.
• You will have a fun casual and flexible work environment.

Körber is a global technology company for intelligent manufacturing and supply chain solutions.

Equal opportunity employer

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 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.

Applicants must be legally authorized to work for ANY employer in the U.S. This position is not eligible for Visa Sponsorship.