Description

ABOUT MPI

Medical Packaging Inc., LLC (MPI) was established in 1971 and has grown to become one of the world’s leading unit dose pharmaceutical packaging companies. We proudly produce high-quality pharmacy packaging equipment, MPI-certified consumable materials, and our exclusive Pak-EDGE™ UD Barcode Labeling Software. Headquartered in Flemington, New Jersey, MPI serves customers throughout North America, Latin and South America, Europe, the Middle East, and in emerging markets internationally. MPI’s mission is to be the premier manufacturer of pharmacy packaging solutions that contribute to saving patients’ lives while increasing efficiency and profitability for all customers.

Position Summary

At MPI, we're looking for a passionate and tech-savvy Technical Success Representative to be the frontline of support for our valued end-users. Dive deep into the intricacies of our cutting-edge unit dose packaging systems and software and become the go-to expert for both in-house and onsite repairs, as well as installations. Your role is not just about fixing issues--it's about ensure that our customers have the best experience possible. Thrive in a customer-focused environment, and continually update your skills and knowledge through ongoing training sessions. Play a pivotal role in upholding the gold standard of MPI's packaging solutions and software.

Essential Duties and Responsibilities

• Commit to our comprehensive and ongoing training program. Attend designated meetings to consistently deepen your expertise in MPI's packaging machinery and software. Be prepared to clarify warranties and service policies for our valued customers.
• Serve as the primary technical liaison for inbound incidents and service requests. Whether by phone or email, provide unmatched support for MPI's packaging machinery and software.
• Address all customer needs related to MPI Acute Care equipment, whether its' annual maintenance, scheduled service, or emergency interventions. This includes not just the actual servicing, but also aspects like preparing service quotes, handling loaner equipment, and making necessary travel arrangements. Ensure all expense reports are accurate and adhere to company guidelines.
• Demonstrate excellence by performing both on-site and remote installations of MPI's Acute Care products. But don't just install--train our clients to help them get the most out of their new equipment.
• Skillfully use tools like GoToAssist and screen sharing to diagnose and address technical problems from a distance.
• Own the responsibility of meeting our customers' support needs. Deliver service that is not just timely but also respectful and courteous, ensuring the best experience.
• When challenges arise, be resourceful. Use your knowledge, leverage the expertise of colleagues, and access our Customer Relationship Management (CRM) system to find answers, all while adhering to our standard operating procedures.
• Document meticulously. Every action taken, communication sent, and promise made should be accurately recorded in the CRM, ensuring transparency and clarity.
• Leverage the trust and rapport established with customers to identify opportunities for upselling and cross-selling. Understand their needs and challenges to recommend additional MPI products, services, or upgrades that can enhance their packaging processes and overall satisfaction.
• Be vigilant in identifying patterns among customers and products. Share insights with the department to collaboratively develop processes and devise solutions.
• At MPI, we believe in working together. Embrace a culture of interdependence, always treating others (both colleagues and customers) with respect and kindness, as dictated by the "Platinum Rule."
• Engage in feedback loops with the product and development teams. Your frontline experience is invaluable in making iterative improvements to our products and services.
• Always be adaptable, ready to take on new challenges as they arise.

Requirements

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Either possess basic knowledge of unit dose packaging machinery and materials or demonstrate a keen interest and willingness to learn.
• Must possess the ability to articulate complex information clearly and maintain effective relationships with customers and colleagues.
• Either have initial proficiency with CRM software or be eager to develop expertise through on-the-job training.
• Willingness to travel as needed for training, service calls, and sales support activities.
• A foundational understanding of the healthcare or pharmaceutical packaging industry is preferable, but candidates with a strong eagerness to learn are also welcome.
• An innate ability to work collaboratively and effectively within cross-functional teams.
• Possess strong organizational skills with meticulous attention to detail.
• A genuine passion for continuous learning and a drive to contribute significantly to business growth.
• Either a basic understanding of project management principles or an eagerness to learn and apply them in real-world scenarios.
• Skilled in managing multiple concurrent projects while ensuring all milestones and deadlines are met.
• Excellent interpersonal skills are crucial for managing customer relationships and addressing any challenges that arise.
• Demonstrated ability or potential to recognize and act on sales opportunities, with an understanding of customer needs. Comfortable discussing MPI's product and service benefits in a consultative manner to encourage further investment.
• Proficiency in Microsoft Office Suite, especially Excel, Word, and Outlook. A sound understanding of PC hardware and software applications is crucial.

Education and Experience

• Associate degree in a relevant field (e.g., Information Technology, Engineering, Biotechnology, Pharmacy Technician), or Bachelor degree in a related discipline, or Degree/Certificate from a reputable Technical/Trade School.
• Industry-specific certifications or training in pharmaceutical packaging, CRM systems, or customer service are advantageous.
• At least 1-2 years of experience in a technical support role, preferably within the pharmaceutical, biomedical, or related industry.

Travel

Up to 50% domestic travel required. Flexible working hours are required, including nights and weekends. Office based when not traveling.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee must occasionally lift and/or move up to 50 pounds.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Medical Packaging Inc., LLC (MPI) is committed to being an Equal Opportunity Employer, providing a drug-free workplace, and complying with ADA regulations as applicable. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity/national origin, religion, sex, sexual orientation, gender identity or expression, marital status, pregnancy, age, disability, genetic information, military status, or any other characteristic or status protected by federal, state, or local law.