Senior Customer Service Technician

Lone Horse Ventures is a recruitment firm tasked with recruiting for the role on behalf of our client, a pharmaceutical manufacturing equipment and industrial automation service company.

We are seeking a Controls Specialist to provide localized technical support on client's equipment.

The role will involve direct collaboration with engineering teams domestic and international, depending on the machine type: pharmaceutical business including freeze dryers.

To ensure technical alignment and product familiarity, initial training may be conducted at client headquarters in Italy.

• Providing on-site support for capital equipment and coordinating outsourced repairs and vendor services.
• Acting as a technical interface with vendors and customer service teams.
• Managing Customer Service project materials, structures, and parts via SAP / CRM systems.
• Offering support in the development and delivery of customer training and maintenance programs.
• Conducting line audits and assisting in minor rebuild/refurbishment activities.
• Supporting project upgrades, logistics coordination, and warranty processing.
• Delivering technical support for both European and U.S.
  
  -made equipment.
• Ensuring compliance with Safety, Health, Environment, and Quality (SHEQ) standards and requirements.

• Creating control system documentation and Food and Drug Administration (FDA) validation materials according to Good Automated Manufacturing Practice (GAMP) guidelines.
• Supporting field engineers, test technicians, and end users throughout the project lifecycle.
• Technical troubleshooting of multiple lines simultaneously.

• Associate degree with 3–5 years of experience, or 8+ years in a Manufacturing environment supporting pharmaceutical packaging or similar capital equipment.
• Proficiency with PLCs, HMIs, and SCADA systems.
• Strong organizational skills and the ability to manage priorities independently and within a team.
• Solid communication skills, both written and verbal, in a technical environment.
• Familiarity with electrical/software aspects of machine design.
• Willingness to travel up to 25–30% (domestic and international).
• Openness to training periods internationally.

• PID control loops, servo controls, and variable frequency drives.
• Previous work experience with Allen-Bradley, Siemens, and iFix.
• Experience with PLC ladder logic, iFix, Visual Basic for Applications (VBA), SyTech XL Reporter, and SCADA programming.
• Understanding of communication protocols such as Transmission Control Protocol/Internet Protocol (TCP/IP), Ethernet/IP, and Process Field Bus (Profibus).
• Experience with relational databases such as MS SQL and MS Access.
• Proficiency in MS Office applications and Microsoft Windows 7/Server operating systems.
• Exposure to machine systems including hydraulics, pneumatics, motor controls, and aseptic production.
• Background in the pharmaceutical industry.