Customer Service Representative - Tier 2 * Supports case escalation from Tier 1 support.

* Provides end-user support to pharmacy staff.

* Analyzes malfunctions in equipment and provides instructions to the on-site Field Service Representative to repair the equipment utilizing knowledge of mechanics/electronics and using standard test instruments and hand tools.

* Interprets maintenance manuals, electrical schematics, and wiring diagrams.

* Maintains service documentation. Responsible for timely and accurate completion of all paperwork and reports.

* Liaisons with Product Development to determine solutions for unusual problems in the system.

* Maintaining expert-level knowledge of the Companys Products.

* Query creation, reporting and analysis, including provision of quantitative operational metrics for measurement of efficiency, trend analysis and forecasting.

* Timely communication with the Customer Support team regarding changes, system interruptions, new tools and documentation resources.

* Assists with department project initiatives, related reporting and documentation.

* Contributes to a customer-focused environment that encourages information sharing, team-based resolution activity with focus on improving customer and employee experience.

* Provides assistance, mentoring, training to team members of the Customer Care Department.

* Willing to work extended hours, as needed, in order to meet objectives and must be willing to travel.

* Flexible working hours are required, including nights and weekends.

* Performs related duties as assigned.

* Analyzes processes and makes recommendations for improving efficiency, customer service operations, product delivery and expense reduction in projects.

* Completes and submits all administrative reports on time such as expense reports, project status reports, project plans and customer training and acceptance documents.

* Complies with all appropriate policies, procedures, safety rules and regulations.

* Performs related duties as assigned.

* Broad technical knowledge base including mechanical, electrical and software

* Strong analytical problem solving and decision making skills.

* Ability to handle difficult or sensitive situations.

* Excellent time management and organizational skills.

* Must have excellent computer skills. Proficiency with Database querying, Microsoft Office suite and experience with an incident management system.

* Must be familiar and/or trained with technical support know-how, blueprints, schematics, manuals, and other specifications to determine service procedures.

* Must work well within a team. Good customer service skills and adaptable to changing environments.

* Bilingual in English and French is an asset.

* Have good written/reading communication skills.

* Beneficial to know Oracle/Microsoft SQL

* Diploma or Degree in computer science, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable.

* Min 3 5 years of experience in a Technical Support role, Tier 2 preferred.

* Experience working with multiple stakeholders in a problem-solving environment.

* Experience in leading a small team is preferred.

* Experience in healthcare industry is favored.

* Experience in creating/updating Service Manuals, Troubleshooting guides and Knowledge base is preferred.

If you and want to play a crucial role in the modern-era pharmaceutical industry, then join our team! ARxIUM offers a competitive salary and benefits package including a company match 401K and opportunity for personal and professional growth.

**Please note that candidates need to be eligible to work in the U.S. now and in the future without ARxIUM sponsorship for an employment-based visa.**

ARxIUM is an Equal Opportunity Employer Disability and veteran. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.

If you are a job seeker and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone or via e-mail. In order to appropriately assist you with an accommodation, we ask that you please specify the assistance needed. The dedicated voicemail and e-mail options are reserved only for applicants needing accessibility assistance or an accommodation in order to apply for a job with us. Someone will get back to you within one business day.

To request an accommodation by telephone, leave a message at 1-847-808-2600.

To request an accommodation by e-mail, send a message to careers@arxium.com Job Summary Company Employment Term and Type Regular, Full Time Hours per Week 40 Work Hours (i.e. shift) 1st Shift Required Education Associate Degree Required Experience 3 to 5 years