Customer Service & Equipment Technician

We are seeking a detail-oriented Customer Service & Equipment Technician to join our team in Decatur, AL. This hybrid role blends technical customer service with hands‑on equipment maintenance responsibilities. You will play a critical role in supporting compounding pharmacies across North America by troubleshooting equipment issues, coordinating service and repairs, and ensuring customers receive timely, effective solutions to keep their operations running smoothly.

You will work closely with our Sales & Customer Success teams as well as attention to detail, strong communication, team player mentality, and a willingness to share and learn are important to success in this role.

• Diagnose, troubleshoot, and resolve issues related to mechanical, electrical, or software functionality of equipment.
• Perform in‑house testing, maintenance, and repair of returned equipment and components.
• Coordinate and track repairs, parts replacements, and logistics with courier services (Fed Ex, UPS, etc)
• Guide customers through proper setup, calibration, and maintenance of equipment, offering clear, step‑by‑step instructions and documentation via email, video, and / or phone calls
• Log all service interactions, repairs, and resolutions in CRM and ERP systems, ensuring thorough case tracking and reporting.
• Prepare and ship replacement parts, service kits, or loaner units as needed.
• Support customer training and onboarding sessions, both for our internal team members and external customers
• Maintain a clean and organized service workspace and inventory of tools and spare parts.

• Minimum 1 year of experience in a technical support, equipment service, or customer-facing role. We are able to provide training on our equipment – general technical knowledge is helpful.
• Hands‑on experience troubleshooting mechanical or electro‑mechanical equipment preferred but not required.
• Familiarity with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems preferred.
• Experience with shipping, receiving, and service logistics is a strong plus! We ship primarily domestically but do have international shipments as well.

• Excellent written and verbal communication skills with the ability to explain technical concepts to non‑technical users.
• Ability to work both independently and as part of a cross‑functional team in a fast‑paced environment.
• High attention to detail, strong organizational skills, and a proactive approach to resolving customer issues.

Fagron offers exciting opportunities for personal and professional growth, which supports and encourages you to develop your skills and talents. Be part of a collaborative culture that rewards you with competitive compensation, an extensive benefits package and a truly open and dynamic work environment