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Technical Support Representative

Company: Medical Packaging Inc LLC
Location: Flemington
Posted on: May 15, 2022

Job Description:

Medical Packaging Inc., LLC (MPI) is looking for a technical support representative / service technician with a customer-focus, mechanical aptitude, and strong interest in taking apart and repairing equipment. We support and service unit dose medication and pharmaceutical packaging and labeling systems, equipment, and barcode labeling software, and need someone who can help to offer that support and service in-house and onsite at various customer locations across the United States. About Medical Packaging Inc., LLC. (MPI)A growth-oriented company with a history of demonstrated success and growth providing packaging equipment and consumable packaging materials to pharmaceutical and health care related entities.Position OverviewThe main purpose of the technical service representative / service technician is to provide support and service to our pharmaceutical and health care related customers. Support and service work may occur at MPI headquarters by telephone, email, or remote applications, or at customer sites. The ideal candidate should have a strong mechanical aptitude and the ability to troubleshoot, test, repair, and service equipment. They will follow product manuals and standard operating procedures but must also be able to use independent judgement. Another aspect of this job is customer service. The service technician should possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by customers. The service technician should act professionally at the customer site and in pharmacy environments.There is on-the-job training, and the technician should have the ability to understand the importance of time management, standard operating procedures, product manuals, and service and warranty policies.Job Responsibilities of the Technical Support RepresentativeActively participate in the comprehensive and on-going training program and designated meetings to develop and maintain a deep understanding of MPI's packaging machinery and software and be able to interpret and explain warranties and service policies to customers.Provide frontline technical support for inbound incidents and service requests by phone or email on MPI's packaging machinery and software.Service all customer equipment at the customer site for scheduled and emergency service calls as well as for all equipment shipped to MPI for in-house service. This includes preparing service quotes, managing loaners, making travel arrangements, and completing expense reports. Use GoToAssist and screen sharing, when appropriate, with customers to diagnose and resolve technical problems.Maintain end to end responsibility for customers' support needs by providing timely, respectful, and courteous service.Troubleshoot issues and crowd source answers from colleagues or Customer Relationship Management (CRM) system while following the product manuals and standard operating procedures. Accurately record all troubleshooting activities, customer communications, tasks, customer promises, and expectations in the CRM.Operate in a high state of interdependence. .

Skills, Experience, and RequirementsMinimum 2 years of related experience required.Must know how to use hand tools; possess mechanical and basic electrical skills. Must be willing to travel by air or personal vehicle to customer facilities as needed for service.Must have a valid driver's license and acceptable driving record.Client-driven attitude, which means you have strong people skills that include patience and empathy with the ability to remain calm in occasionally tense or demanding situations.Strong written, phone, and verbal communication skills along with active listening.Able to clearly identify a problem, propose a solution, and where necessary, coordinate across departments and follow through on resolution efforts.Able to collaborate with people of diverse backgrounds and skill sets, and effectively align communication to your audience.Able to work independently and as part of a team, set work priorities, and manage time effectively. Possession of strong organizational skills and ability to focus in a challenging environment.Desire and willingness to learn MPI's packaging solutions.Must be willing to meet common credentialing hospital requirements for vendor representatives, including demonstrating proof of specific immunizations.Education and TrainingHigh School graduate or equivalent required with 2 year degree or diploma in electronics/advanced mechanics/software with 1+ years related industry/equipment experience, OR equivalent combination of education and experience. Requires strong electronics and mechanical background, understanding of computer program functionality and software troubleshooting skills. Associate degree a plus. Demonstrated knowledge of, or similar Customer Relationship Management (CRM) system.Demonstrated knowledge of Microsoft programs (Outlook, Word, Excel) and basic PC applications. Demonstrated knowledge and practical experience of standard business practices and customer service principles. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and/or move items up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position Type and Expected Hours of WorkThis is a full-time, non-exempt position. The core working hours of this position are from 8 AM to 4 PM or 9 AM to 5 PM, Monday through Friday. Up to 50% domestic travel required. Flexible working hours are required including nights and possible weekends. Office-based when not traveling. Benefits We OfferCompetitive pay and incentivesBenefits package, including medical, dental, vision, life, long-term disability, accident/injury, critical illness, hospital indemnity, employee assistance program401k Retirement plan with company matchPaid HolidaysPaid Time OffStable company with steady financial performanceTO LEARN MORE ABOUT MEDICAL PACKAGING, VISIT OUR WEBSITE AT WWW.MEDPAK.COMPM22PI177672903

Keywords: Medical Packaging Inc LLC, Trenton , Technical Support Representative, IT / Software / Systems , Flemington, New Jersey

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