TECHNICAL SERVICE MANAGER

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The IMA Group is a world leader in the design and manufacture of automatic machines for processing and packaging pharmaceutical, cosmetic, food, tea and coffee products, as well as in industrial process automation. We are constantly focused on innovation: through significant investments in R&D and ongoing dialogue with customers, local communities, and the supply chain, we promote an environmentally conscious approach aimed at achieving sustainable development. Our history is marked by steady growth, also supported by continuous investment in people and skills development. With more than 7,000 employees 59% in Italy and 41% worldwide we are present in over 80 countries.

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IMA Life North America is a company within the IMA Group that specialises in providing aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries. IMA Life North America is part of IMA Life, a business unit focusing on the pharmaceutical sector who delivers advanced technologies for filling, lyophilisation and isolation, ensuring maximum sterility and product integrity for customers around the globe. 

JOB SUMMARY

PRIMARY POSITION RESPONSIBILITIES:

1. Provide the first point of contact for customers for technical resolution of issues
2. Supply of timely and accurate technical solutions
3. Complete on-site customer visits to gather information on customers issues
4. Work with Product Line Manager to develop spare & change parts packages - who is product line manager?
5. Consistently observe and promote SHEQ site requirements for self, department, and all contractors, visitors, and guests.
6. Manage a team of technicians, engineers, administrative support, etc.

Technical and Customer Support Responsibilities

• Act as primary the technical interface between Customer Service, Engineering and the customer
• Perform project related engineering tasks for Customer Service projects as needed
• Update internal customers on available improvements and replacements for obsolete items for specific equipment
• Direct/coordinate/manage technical solutions for the technicians/engineers
• Apply product understanding and process knowledge to the development of improved product and increased performance
• Periodically update & hone technical skills & knowledge via formal education, seminars and certificate programs

SKILLS AND EXPERIENCES

• Bachelor’s degree in engineering or related field OR 10+ years equivalent experience
• 8+ years manufacturing operations experience (engineering, purchasing, materials control, administration)
• Strong understanding of industrial plants with PC/PLC control systems, refrigeration, and vacuum systems
• Experience troubleshooting mechanical/electro-mechanical equipment (remote/direct), including PLCs
• Ability to read blueprints, schematics, manuals, and other technical documentation
• Working knowledge of mechanical/electrical tools used in pharmaceutical maintenance/technical support
• Strong communication, customer service, interpersonal, and Microsoft Office skills
• Experience working with internal and external customers
• Proven leadership in industrial technical environments (maintenance/engineering)
• Experience in multicultural/international environments
• Experience supporting equipment in sterile/aseptic environments
• Knowledge of aseptic filling equipment (vials, syringes, cartridges, isolators, VHP)
• Ability to work independently with flexible schedule and short-notice travel
• Valid driver’s license and passport required
• Ability to travel up to 25% (~1 week/month), including international travel

SALARY RANGE

• $105,000-140,000
• Bonus

WHAT WE OFFER

• GLOBAL ENVIRONMENT: dynamic, flexible, avantguarde in a multinational and multicultural context.
• DIVERSITY & INCLUSION CULTURE: promoted through the Corporate Code of Ethics and dedicated programs.
• CONTINUOUS LEARNING: as a strategic asset for the development and motivation of people.
• WELLBEING: flexible working, health insurance, are just some of our initiatives to support the well-being of people and their families.

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IMA IS AN EQUAL OPPORTUNITY EMPLOYER