WHY WE STAND OUT AGAINST THE REST

IMA Life offers a truly unparalleled employee experience. Our industry-leading healthcare options, affordable dental and vision plans, and employer-paid life and disability insurance prioritize you and your family's well-being. Confidently invest in your future with our generous 401K plan, featuring competitive employer matching and profit-sharing. Embrace work-life balance with flexible time off, including paid holidays, and a unique buy/sell program allowing you to purchase or sell additional vacation days to suit your needs. We even offer a Profit-Sharing program that is available to employees after their first full year. Choose IMA Life for a rewarding career that stands out from the competition!

PRIMARY POSITION RESPONSIBILITIES:

1. Meet or exceed customer’s expectations.

2. Actively manage all assigned key accounts through consistent and effective communication, problem resolution, timely delivery of goods and services, and all issues effecting customer satisfaction.

3. Build & maintain strong professional relationships with key personnel at key accounts.

4. Schedule/maintain regular quarterly appointments with key accounts.

5. Provide a ‘single source’ point of contact for assigned key accounts.

6. Develop, customize, negotiate, and manage new/existing service maintenance agreements with key accounts.

7. Delegate administrative questions; standard parts requests; part identification inquiries; first level technical issues; intercompany information; service requests and engineering requests to CS administration, CS logistics, field service supervisor, or other departments.

8. Develop & distribute non-standard/custom quotations to key accounts.

9. Actively develop, market, and sell CS products to key accounts.

10. Recognize general customer potential, develop into key accounts.

11. Meet or exceed monthly/annual key account CS sales goals.

12. Responsible for financial performance of assigned key accounts.

13. Act as liaison between customer & IMA to resolve conflicts, negotiate settlements, & maintain customer satisfaction balancing interest of both customer and IMA.

14. Coordinate projects involving both parts and service, involving appropriate CS individuals.

15. Ensure all customer requests for designated key accounts are processed efficiently & effectively and are managed to closure in a timely manner.

16. Maintains a professional image through appearance, communications, and actions consistent with IMA expectations at all times while in a business setting.

17. Act as primary technical interface between Customer Service and Engineering.

18. Perform project related engineering tasks for Customer Service personnel as needed.

19. Update customers on available improvements and replacements for obsolete items.

20. Direct/coordinate/manage technical or support activities of the technicians/engineers while supporting key accounts.

21. Develop/maintain spare parts/PM lists for key accounts.

22. Applies product understanding and process knowledge to the development of improved product and increased performance.

23. Maintain a solid understanding of MS Suite of products including Access, Excel, Word, Project or any other systems used by IMA.

24. Periodically update & hone technical skills & knowledge via formal education, seminars, Traccess, certificate programs and O.J.T.

25. Log, manage and close all open issues concerning technical questions, part failures, warranties, and parts/service requests as related to key accounts.

26. Provide detailed operating & maintenance instructions and other technical information as required to assure customer satisfaction.

27. Initiates, distributes, and maintains clear and concise written documentation concerning departmental and customer related issues.

28. Provides general sales, marketing, and management support to assist in achieving departmental or divisional goals.

29. Perform any other duties or responsibilities as assigned.

30. If required by a customer for facility access or to qualify as a vendor, submit to safety training, background checks and non-invasive drug/alcohol testing.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

1. Bachelor's Degree in engineering, related technical field or 8 years equivalent experience.

2. Five years’ experience in operating principles and procedures of a manufacturing operation, including aspects of engineering, purchasing, materials control, and administration.

• 3 year’s understanding of industrial plants utilizing control systems with PC and PLC architecture, industrial refrigeration systems, and vacuum systems.
• Solid working knowledge of equipment related to the freeze-drying process in pharmaceutical applications.

5. Experience in technical support of equipment installed in sterile/aseptic conditions.

• Experience in remote or direct troubleshooting mechanical or electro-mechanical components and equipment including PLCs.
• 5 years’ experience in CS environment within hi-capital B2B equipment supplier.
• Able to work from blueprints, manuals, schematics, or other technical documentation.
• Working knowledge of common mechanical and electrical tools and instruments used for maintenance and technical support in the pharmaceutical industry.
• Excellent verbal and written communication skills.

11. Experienced as a technical liaison with internal/external customers.

• Strong customer service orientation & interpersonal skills.
• Solid computer skills, including all Microsoft applications.
• Must be able to maintain a flexible work schedule, allowing for occasional travel on short notice to handle urgent customer situations.
• Ability to travel up to 25% of the time, including occasional international travel.
• Able to work with minimal supervision, independently and from remote locations.
• Maintain a valid clean driver license and passport without restrictions.
• Clean room accessibility without restrictions.
• Must be able to work efficiently, fully gowned, in tight quarters on top of and underneath equipment.
• Must have no known allergy to airborne medications.
• Experience in working within a international multi-cultural environment.

SPECIAL CONSIDERATIONS:

1. Overtime is required and flexibility of workdays and weekends are required.

2. Domestic and International travel will be required, several weeks during the year as the customer / project may require.

Job Type: Full-time

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• In-person

Work Location: In person