Manchac Technologies LLC
  • Alexandria, LA, USA
  • Full Time

Full Benefits Package


Purpose

The Support Technician for Manchac Technologies' purpose is to provide effective technical customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicate effectively with team members and customers. Required to maintain and manage customer information using tools and applications provided by the company. Will assist in developing training materials.

Essential Duties & Responsibilities:

  • Handle incoming calls from customers and provide step-by-step guidelines for the resolution of issue (technical or counting issue).
  • Actively listen to customers to understand their issues or concerns.
  • Document and track customer issues using a ticketing system to ensure quick resolution.
  • Provide customers with status update via phone calls.
  • Follow-up on customers to ensure their issues are completely resolved.
  • Maintain an up-to-date knowledge of company products and services.
  • Install, configure, and troubleshoot systems manufactured by Manchac Technologies.
  • Educate customers on the features of company products/services to minimize technical challenges.
  • Create sales order for replacement parts.
  • Dispatch Manchac and 3rd party technicians.
  • Guide and direct the activities of less experienced tech support personnel.
  • Produce periodic reports of technical support operations to company management.
  • Ensure compliance with service agreements.
  • Prepare and submit work orders, handoff documentation, expense reports and timesheets to the respective departments.
  • Travel will be occasional.

Education & Experience:

  • Associates degree in business or technical field is preferred
  • Minimum three (3) years of experience or equivalent combination of education/experience will be considered
  • Proven customer service experience in a technical support environment
  • Experience with pharmaceutical automation a plus
  • Intermediate or advanced MS Office skills

Other Skills & Abilities:

  • Proven technical aptitude for mechanisms and computers (education, experience, hobbies)
  • The capacity to clearly explain a technical problem to a customer/colleague.
  • Superb interpersonal skills as you will regularly be in contact with colleagues and/or customers
  • Must be able to work independently with little supervision. The ability to prioritize your workload.
  • Strong phone and verbal communication skills along with active listening, attention to detail and logical thinking
  • Excellent problem-solving skills
  • The capacity to work well within a team
  • Ability to work rotating on-call
  • Ability to work Monday - Saturday as position dictates
  • Ability to work 7 a.m. - 7 p.m. as position dictates

Note:

The offer will be contingent upon satisfactory completion of a background check and preemployment drug screen.

Manchac is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran's status.

Manchac Technologies LLC
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