About the position
As a Technical Service Support (Controls Specialist) at IMA Life North America, you will play a crucial role in ensuring the smooth operation and maintenance of our capital equipment. This position involves coordinating and supporting key customer service suppliers for outsourced repairs and services, providing technical knowledge of equipment, and maintaining vendor relationships on a technical level. You will support the Service Account Managers (SAMs) in Tonawanda by providing materials and knowledge of equipment and services offered to our clients. Your responsibilities will also include managing CS projects through SAP, coordinating expedited vendor services, and ensuring timely delivery of materials in time-sensitive applications. In this role, you will need to have a solid understanding of machine design, particularly in electrical and software disciplines. You will provide technical support for customer service personnel on European-made equipment and develop and implement customer programs such as training and maintenance plans. Performing line audits at customer sites and coordinating activities for the rebuild and refurbishment of capital equipment will also be part of your duties. You will consistently observe and promote SHEQ site requirements and coordinate project upgrades to capital equipment while working closely with logistics and production departments. This position requires a proactive approach, as you will be responsible for warranty processing of parts and materials with vendors, ensuring that all technical aspects are handled efficiently and effectively. Your ability to manage multiple tasks and communicate clearly with both vendors and customers will be essential for success in this role.
Responsibilities
- Coordinate & support key CS suppliers for outsourced repairs/services of capital equipment.
- Provide technical knowledge of equipment & maintain vendor relationships on a technical level.
- Support SAMs in Tonawanda for materials, knowledge of equipment and services offered to our clients.
- Manage CS Projects - SAP management of material structures and parts processing, & management of new materials.
- Coordinate expedited vendor services & materials in time-sensitive applications.
- Possess knowledge of machine design with respect to electrical/software disciplines.
- Provide technical support for Customer Service personnel on European made equipment.
- Develop and implement customer programs such as Training and Maintenance Plans.
- Perform Line Audits at customer sites.
- Coordinate activities for rebuild & refurbishment of capital equipment.
- Observe and promote SHEQ site requirements consistently.
- Coordinate project upgrades to capital equipment.
- Coordinate with logistics/production departments on CS projects and upgrades.
- Coordinate warranty processing of parts/materials with vendors.
Requirements
- Associates Degree with 2 years related work experience OR 5 years working in a GMP production environment supporting pharmaceutical packaging equipment or similar.
- Proficient in working with PLCs, HMIs and SCADA systems, particularly with Allen-Bradley, Siemens and IFix product lines.
- Knowledge of Servo systems is a plus.
- Well organized with the ability to schedule own and Service Engineering team workload.
- Experience and skill in technical liaison with vendors and customers in both written and verbal forms.
- Must operate in a self-directed manner with efficiency and strong communication skills.
- Ability to create accurate detailed QARs for various Filling and Loading upgrades and other capital equipment as required.
Benefits
- Industry-leading healthcare options
- Affordable dental and vision plans
- Employer-paid life and disability insurance
- Generous 401K plan with competitive employer matching
- Profit-sharing program available after first full year
- Flexible time off including paid holidays
- Unique buy/sell program for additional vacation days.
