Customer Service Technician

We are seeking a Controls Specialist to provide localized technical support on Life equipment.

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

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.

Familiarity with electrical/software aspects of machine design.

Willingness to travel up to 25–30% (domestic and international).

Openness to training periods in Italy.

PID control loops, servo controls, and variable frequency drives.

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.

• Medical, dental, and vision insurance
• Short-term and long-term disability insurance
• Life insurance
• Paid holidays and paid time off (PTO)
• 12 weeks of paid parental leave for birthing parents
• Supplemental bonding leave for non-birthing parents in states that do not offer a paid family leave program
• Wellness program
• Support for professional development and credentialing