CUSTOMER SERVICE TECHNICIAN
- IMA Life North America
- Hybrid (Buffalo, NY, USA)
- $60,000 - $65,000 yearly
Job Description
IMA Group is a global leader in the development and production of automatic machines for the processing and packaging of pharmaceutical, cosmetics, food, tea and coffee products. We are constantly oriented towards innovation, thanks to significant investments in R&D and a constant dialogue with customers, the territory and local suppliers. We promote an environmentally friendly attitude towards achieving sustainable development. Our history is characterized by a constant growth, realized also with the continuous investment on the development of people and their skills.
We are over 7,000 employees, 59% in Italy and 41% in the rest of the world, present in more than 80 countries.
IMA Life North America, a division of the IMA Group, specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries.
Part of IMA Life, it focuses on the pharmaceutical sector and delivers advanced technologies for filling, lyophilization, and isolation ensuring maximum sterility and product integrity for customers around the globe.
We are looking for a Customer Service Technician to join our Tonawanda, NY team.
JOB SUMMARY
- Perform preventive maintenance on IMA Life freeze-drying equipment installed worldwide, ensuring safe and efficient operation
- Troubleshoot system errors and failures, identify root causes, and implement corrective actions to restore equipment functionality
- Support equipment commissioning and, when not in the field, assist with production, testing, and customer service tasks
- Complete and manage documentation and computer records required for service execution and quality tracking
- Remain available for on-call support as required by service agreements
- Represent the company professionally at customer sites with punctuality and appropriate conduct
- Develop and maintain positive customer relationships to ensure satisfaction and service excellence
SKILLS AND EXPERIENCES
- Associate degree in electrical or mechanical engineering with 3–5 years of relevant experience, or 5–10 years of hands-on technical experience.
- Experience with electrical systems, controls, and software troubleshooting.
- Strong communication skills and ability to work effectively with customers and shop personnel.
- Excellent organizational skills and the ability to communicate clearly, both verbally and in writing.
- Capable of working independently with minimal supervision.
WHAT WOULD MAKE YOU A GREAT FIT
- Familiarity with ISO 9000 standards and documentation processes.
- Experience supporting customer-facing training or demonstrations.
- Experience with refrigeration systems.
- Experience with validation and testing procedures for complex industrial equipment.
- Interest in improving product quality and optimizing testing processes.
SALARY RANGE
- $ 60'000 - $ 65'000
WHAT WE OFFER
- GLOBAL ENVIRONMENT: A dynamic and innovation-driven workplace, part of a multinational and multicultural group.
- DIVERSITY & INCLUSION CULTURE: Promoted through the Corporate Code of Ethics and dedicated programs.
- CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
- WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.
IMA IS AN EQUAL OPPORTUNITY EMPLOYER.
IMA Group is a global leader in the development and production of automatic machines for the processing and packaging of pharmaceutical, cosmetics, food, tea and coffee products. We are constantly oriented towards innovation, thanks to significant investments in R&D and a constant dialogue with customers, the territory and local suppliers. We promote an environmentally friendly attitude towards achieving sustainable development. Our history is characterized by a constant growth, realized also with the continuous investment on the development of people and their skills.
We are over 7,000 employees, 59% in Italy and 41% in the rest of the world, present in more than 80 countries.
IMA Life North America, a division of the IMA Group, specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries.
Part of IMA Life, it focuses on the pharmaceutical sector and delivers advanced technologies for filling, lyophilization, and isolation ensuring maximum sterility and product integrity for customers around the globe.