CUSTOMER SERVICE TECHNICIAN

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IMA Group is a global leader in the development and production of automatic machines for the processing and packaging of pharmaceutical, cosmetics, food, tea and coffee products. We are constantly oriented towards innovation, thanks to significant investments in R&D and a constant dialogue with customers, the territory and local suppliers. We promote an environmentally friendly attitude towards achieving sustainable development. Our history is characterized by a constant growth, realized also with the continuous investment on the development of people and their skills.
We are over 7,000 employees, 59% in Italy and 41% in the rest of the world, present in more than 80 countries.

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IMA Life North America, a division of the IMA Group, specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries.
Part of IMA Life, it focuses on the pharmaceutical sector and delivers advanced technologies for filling, lyophilization, and isolation ensuring maximum sterility and product integrity for customers around the globe.
We are looking for a Customer Service Technician to join our Tonawanda, NY team.

JOB SUMMARY

 

• Perform preventive maintenance on IMA Life freeze-drying equipment installed worldwide, ensuring safe and efficient operation
• Troubleshoot system errors and failures, identify root causes, and implement corrective actions to restore equipment functionality
• Support equipment commissioning and, when not in the field, assist with production, testing, and customer service tasks
• Complete and manage documentation and computer records required for service execution and quality tracking
• Remain available for on-call support as required by service agreements
• Represent the company professionally at customer sites with punctuality and appropriate conduct
• Develop and maintain positive customer relationships to ensure satisfaction and service excellence

SKILLS AND EXPERIENCES

 

• Associate degree in Drafting & Design Technology, Engineering Graphics, or Engineering Technology
• 1 to 2 years of experience in mechanical design
• Proficiency in 2D and 3D modeling and in generating technical drawings
• Familiarity with drafting standards and ability to review drawings for completeness and accuracy
• Experience maintaining bills of materials and structured parts lists
• Strong organizational skills and the ability to manage workload independently
• Ability to work within project teams and communicate effectively with stakeholders

WHAT WOULD MAKE YOU A GREAT FIT

 

• Understanding of mechanical systems used in large industrial equipment.
• Familiarity with design requirements for pharmaceutical or aseptic processing machinery.
• Strong attention to detail during design reviews and a commitment to internal quality standards.
• Experience reviewing and integrating drawings from external vendors or engineering teams.
• Awareness of SHEQ standards and ability to apply them in day-to-day work.

SALARY RANGE

 

• $ 60'000 - $ 65'000 

WHAT WE OFFER

 

• GLOBAL ENVIRONMENT: A dynamic and innovation-driven workplace, part of a multinational and multicultural group.
• DIVERSITY & INCLUSION CULTURE: Promoted through the Corporate Code of Ethics and dedicated programs.
• CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
• WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.

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IMA IS AN EQUAL OPPORTUNITY EMPLOYER.