System Support Technician (customer service and tech skills)

Manchac Technologies LLC • Alexandria, LA

8m

About The Position

At Manchac Technologies Website we’re redefining what manufacturing excellence looks like. We create cutting-edge automation solutions that simplify complex, error-prone processes in the healthcare industry — and we do it with passion, teamwork, and innovation. As a fast-growing, stable company, we believe in empowering our people to think creatively, act boldly, and grow alongside our success.

Requirements

• High school diploma or GED required
• Proven customer service experience preferred
• Mechanical, electrical, or technical skills required
• Experience with pharmaceutical automated a plus but not required
• Intermediate or advanced MS Office skills
• Available to work 8-hour shifts (typically 40+ hours a week) any day of the week (7am-7pm)
• On call periodically including holidays and weekends
• Overtime available
• Expect to travel 25% to customer sites

Nice To Haves

• Experience with pharmaceutical automated a plus but not required

Responsibilities

• Troubleshoot, resolve, or dispatch high severity cases within service level agreement timeframes.
• Provide detailed case notes of all steps taken and each interaction with customer and/or machine.
• Create cases, diagnose, and order parts timely, thoroughly, and accurately.
• Perform peer reviews and escalations on cases.
• Travel will be required as needed to customer sites to install, configure and troubleshoot machine as well as provide ongoing training.
• Answer incoming calls that rollover from receptionist before they rollover to the answering service.
• Follow all related standard work, processes, and procedures.
• Mentor and train other team members as requested by supervisors.
• Maintain current knowledge of company products, services, resources, and processes to effectively and customer inquiries and troubleshoot DOSIS systems.

Benefits

• Company benefits including medical, dental, life, short-term disability, and long-term disability
• PTO time accrual including 10-12 paid holidays
• IRA Retirement plan with company match
• Fast-growing, stable company who empower our team
• Opportunity to grow your technical and customer-facing skills

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED