Technical Support Advisor

Körber; Fargo (ND); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental and Vision insurance

Dynamic environment with international

Casual, flexible work environment

Job summary

Körber Pharma is hiring for a technical support role in Fargo, ND. The candidate will provide 1st/2nd level support across product lines, troubleshoot issues, document in the ticket system, and coordinate with partners on installations and service orders.

The role requires a technical degree and 5–7 years in manufacturing/automation, with packaging/pharma experience a plus and Salesforce/CRM familiarity. Travel domestically/internationally may be needed.

Qualifications

• 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.
• Experience with Packaging in the Packaging industry with pharmaceutical experience being a plus.
• Experience with Salesforce or CRM systems is preferred.
• You possess professional telephone etiquette and strong customer service/technical support skills.
• You demonstrate strong oral and written communication skills and mathematical competence.

Responsibilities

• Provide 1st and 2nd level product and technical support on all inquiries (via ticketing system, email, or phone).
• Execute process improvements to improve customer satisfaction.
• Document, escalate, and resolve issues in the ticket system and respond timely to customers.
• Serve as liaison between Körber Pharma and third-party companies for installation/technical issues.
• Assist project management with planning and coordinating commissioning of new projects and retrofits.
• Support legacy part inquiries and prepare spare parts packages and maintenance documentation.
• Provide technical advice to field service engineers and support for service orders (pre- and post-discussion).
• Provide field support to customers and occasionally visit to address concerns.
• Support management and cross-functional teams on other duties; maintain a clean, safe work area.
• Show eagerness to learn and participate in special projects.

Skills

Customer service

Technical support

Communication skills

Multi-tasking

Mathematical ability

Planning and scheduling

Lifecycle management

CRM experience

ERP systems

Office tools

Education

Vocational or Associate’s degree in a technical field

Tools

Salesforce

ERP systems

Job description

Pioneer your career! Körber is the home for passionate people who innovate, collaborate and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim for being the first to do the right thing at the right time.

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 organization 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 everyday
• 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 professional telephone etiquette
• You possess excellent customer services / technical support skills
• You possess strong oral and written communication skills
• You demonstrate mathematical competence
• 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

Your Benefits

• 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

Work Environment

Join Körber Pharma and you will work in an innovative, friendly and digital environment providing the opportunity to advance your career. Irrespective of whether it is engineering, production or supporting exciting projects – you have the chance to contribute your expertise and make a difference. As part of the team, you contribute to the solution throughout the entire pharma value chain.

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.

Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience, please contact us via [e-mail]. We work with selected partners and therefore ask recruitment consultancies to refrain from contacting us by mail or telephone.

Disclaimer: The duties listed above are intended only as representation of the essential functions of this position. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change at the sole discretion of the employer. Nothing in this document alters an employee’s at-will employment status. Please note that the salary information is a general guideline only. Individual compensation will be determined by various factors such as scope and responsibilities of the position, experience, education, skills, location, and market and business considerations.

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