Technical Support Advisor

Körber Group•Fargo, ND

1d•Hybrid

About The Position

Pioneer your career! Körber is the home for passionate people who innovate, collaborate and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim for being the first to do the right thing at the right time. Join the home for entrepreneurs! Your role in our team You will provide 1st and 2nd level product and technical support on all incoming customer inquiries (via ticketing system, e-mail, or telephone) on the entire product portfolio, including independent troubleshooting and complaint handling You will execute process improvement initiatives to Improve Customer satisfaction You will understand and use the ticket system to document, escalate, and resolve issues and facilitate timely responses to customers You will serve as liaison between the Körber Pharma sister companies and/or third-party companies on machine installation issues or technical issues You will assist project management with the planning and coordination of the commissioning of new projects and retrofits You will provide support for legacy part inquiries You will prepare spare parts packages and documentation such as maintenance contracts, maintenance schedules, or technical manuals, training, etc. You will provide technical advice or organization support to our field service engineers, including pre- and post- discussions of service orders You will provide field support to customers when additional support is needed. May be required to visit customers to proactively identify and address concerns and resolve problems You will support management and cross-functional teams on other duties as needed You will maintain a clean and safe work area You will show a strong eagerness to learn and a positive attitude everyday You will work on special projects as needed

Requirements

Vocational or Associate’s degree in a technical field
5 to 7 years of applicable technical / application experience in manufacturing and automation equipment
Experience with Packaging in the Packaging industry with pharmaceutical experience being a plus
Professional telephone etiquette
Excellent customer services / technical support skills
Strong oral and written communication skills
Mathematical competence
Ability to multi-task
Understanding of parts processing
Ability to plan and schedule
Knowledge of lifecycle management
Ability to take direction and provide direction
High proficiency of computer literacy with common computer programs such as Microsoft PowerPoint, Word, Excel, Outlook (Sales Force and ERP systems a plus)
Ability to provide support outside regular business hours
Ability to travel occasionally both domestic and international
Applicants must be legally authorized to work for ANY employer in the U.S., this position is not eligible for Visa Sponsorship.

Nice To Haves

Experience with Sales Force or CRM
German Language knowledge a benefit

Responsibilities

Provide 1st and 2nd level product and technical support on all incoming customer inquiries (via ticketing system, e-mail, or telephone) on the entire product portfolio, including independent troubleshooting and complaint handling
Execute process improvement initiatives to Improve Customer satisfaction
Understand and use the ticket system to document, escalate, and resolve issues and facilitate timely responses to customers
Serve as liaison between the Körber Pharma sister companies and/or third-party companies on machine installation issues or technical issues
Assist project management with the planning and coordination of the commissioning of new projects and retrofits
Provide support for legacy part inquiries
Prepare spare parts packages and documentation such as maintenance contracts, maintenance schedules, or technical manuals, training, etc.
Provide technical advice or organization support to our field service engineers, including pre- and post- discussions of service orders
Provide field support to customers when additional support is needed. May be required to visit customers to proactively identify and address concerns and resolve problems
Support management and cross-functional teams on other duties as needed
Maintain a clean and safe work area
Show a strong eagerness to learn and a positive attitude everyday
Work on special projects as needed