Associate Customer Support Engineer

Planet Pharma • Aurora, CO, US

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Associate Customer Support Engineer – Planet Pharma

Role Summary

Provides service and support to customers, including preventive maintenance of and / or multivendor products. Performs troubleshooting and repair of minor issues related to maintenance requirements, post-maintenance testing, and calibration. Represents Planet Pharma to the customer and maintains best-in-class customer service, responsiveness, and professionalism in all interactions.

Pay Range – 30-36 / hr

Key Responsibilities

Provide scheduled preventative maintenance for contract customers.
Drive toward zero service recalls.
Complete preventive maintenance calls at customer sites within prescribed time frames and performance standards.
Demonstrate knowledge of and adherence to service agreement provisions and provide adequate billing information to customers.
Educate and promote the purchase of training, support, software, laboratory services products, consumables, and field-installed computer hardware / software upgrades.
Maintain updated documentation around dispatch, inventory, and service support functions.
Perform timely uploads and downloads of required data to ensure the integrity of service system(s).
Accountable for assigned company assets, including tools, test equipment (MTE), telecommunication equipment, and service parts inventory.
Manage appropriate levels of inventory to ensure adequate supply and maintain records.
Proactively develop technical and soft skills to enhance the value proposition to customers.
Display exceptional written and verbal communication skills and actively interface with peers and customers.
Develop organizational awareness of other functional groups and product lines to direct customers or others to appropriate resources.
Seek higher-level certification through participation in company-sponsored training and development offerings.
Complete all administrative tasks, including time reporting, LMS trainings, etc.
Travel by air, vehicle, and / or other means of transportation as business requires.
Hold a valid driver's license and safely operate a motor vehicle at all times.

Basic Qualifications

Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology, or related discipline, including military experience.

Preferred Requirements

Associate's degree.

Experience in HVAC, refrigeration, and facilities maintenance is a plus.

Experience using Microsoft 365.

Exposure to analytical equipment and / or lab environment.

Knowledge of laboratory safety practices.

Certification of company training on equipment.

Strong interpersonal skills; team player with customer satisfaction focus.

Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions.

Ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals.

Physical demands : walk, stand, sit, talk, use hands, reach, lift up to 50 lb, and occasionally lift up to 100 lb; vision : close and color vision, ability to adjust focus.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Customer Support Associate • Aurora, CO, US