Costumer Service Technician

Job Description

Job Description

Customer Service Technician – Tonawanda, NY
Salary Range: $60,000 – $65,000

Work Schedule:

• Standard Hours: 7 am to 4:30 pm
• Overtime: Occasionally required during customer interventions.
  • Emergency interventions may extend into weekends.
  • Typical installations follow a Monday–Friday schedule.
  • Travel assignments may require staying on-site over weekends, about 1–2 weekends per month.

Job Summary:

• Perform preventive maintenance on complex freeze-drying equipment installed globally.
• Troubleshoot mechanical and system failures, determine root causes, and perform corrective actions.
• Support equipment commissioning and assist with production, testing, and customer service tasks when not on-site.
• Maintain accurate service documentation and ensure quality tracking of service activities.
• Provide on-call technical support in accordance with service agreements.
• Represent the organization professionally at customer sites and foster strong customer relationships.

Requirements:

• Technical certification or associate degree in electro-mechanical or process-related field.
• 3–5 years of experience with installation, commissioning, and maintenance of industrial equipment (or equivalent hands-on experience).
• Proficiency in interpreting mechanical and electrical schematics.
• Understanding of control systems (PC and PLC-based).
• Excellent troubleshooting skills and ability to work independently under pressure.
• Strong communication and customer service skills.
• Willingness to travel extensively and be available for on-call support.

What We Offer:

• Global Environment: Work within a dynamic, innovative-focused multinational team.
• Diversity & Inclusion: A culture guided by a strong code of ethics and inclusion programs.
• Continuous Learning: Opportunities for professional development and internal/external training.
• Wellbeing: Comprehensive medical, dental, vision, and disability insurance, plus a 401(k)-retirement plan.

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