Job Description

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, 58% in Italy and 42% in the rest of the world, present in more than 80 countries.

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

• Technical certificate in electro-mechanical or process disciplines, or associate degree in a technical field with 3–5 years of experience in installation, commissioning, and maintenance of industrial equipment, or equivalent hands-on technical experience.
• Understanding of control systems using PC and PLC architectures.
• Experience in the maintenance of complex industrial equipment.
• Ability to read and interpret mechanical and electrical drawings to support field troubleshooting and service activities.
• Strong organizational skills and ability to manage workload independently.
• Excellent communication and customer-facing skills; ability to represent the company positively at customer sites.

WHAT WOULD MAKE YOU A GREAT FIT

• Experience supporting the installation, commissioning, and maintenance of complex industrial equipment.
• Ability to troubleshoot equipment issues independently under time constraints.
• Familiarity with working in FDA-regulated or other highly regulated environments (e.g., pharmaceutical or biotech).
• Willingness to travel extensively and provide flexible on-call support as required.
• Strong commitment to delivering high-quality service and maintaining positive long-term customer relationships.
• Familiarity with freeze-drying processes in pharmaceutical applications.

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 offer comprehensive medical, dental, vision, life and disability insurance, a 401(k) retirement plan, and tuition assistance.

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IMA IS AN EQUAL OPPORTUNITY EMPLOYER.

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