What are the responsibilities and job description for the System Support Technician (customer service and tech skills) position at Manchac Technologies LLC?
Description
At Manchac Technologies Website we’re redefining what manufacturing excellence looks like. We create cutting-edge automation solutions that simplify complex, error-prone processes in the healthcare industry — and we do it with passion, teamwork, and innovation. As a fast-growing, stable company, we believe in empowering our people to think creatively, act boldly, and grow alongside our success.
Responsibilities:
- Troubleshoot, resolve, or dispatch high severity cases within service level agreement timeframes.
- Provide detailed case notes of all steps taken and each interaction with customer and/or machine.
- Create cases, diagnose, and order parts timely, thoroughly, and accurately.
- Perform peer reviews and escalations on cases.
- Travel will be required as needed to customer sites to install, configure and troubleshoot machine as well as provide ongoing training.
Other Duties:
- Answer incoming calls that rollover from receptionist before they rollover to the answering service.
- Follow all related standard work, processes, and procedures.
- Mentor and train other team members as requested by supervisors.
- Maintain current knowledge of company products, services, resources, and processes to effectively and customer inquiries and troubleshoot DOSIS systems.
Why join us:
- Company benefits including medical, dental, life, short-term disability, and long-term disability
- PTO time accrual including 10-12 paid holidays
- IRA Retirement plan with company match
- Fast-growing, stable company who empower our team
- Opportunity to grow your technical and customer-facing skills
Note:
The offer will be contingent upon satisfactory completion of a background check and preemployment drug screen.
Manchac is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran's status.
Requirements
Education & Experience:
- High school diploma or GED required
- Proven customer service experience preferred
- Mechanical, electrical, or technical skills required
- Experience with pharmaceutical automated a plus but not required
- Intermediate or advanced MS Office skills
Schedule:
- Available to work 8-hour shifts (typically 40 hours a week) any day of the week (7am-7pm)
- On call periodically including holidays and weekends
- Overtime available
- Expect to travel 25% to customer sites
Salary : $18 - $20