Technical Success Representative

ABOUT MPI

Medical Packaging Inc. LLC (MPI) was established in 1971 and has grown to become one of the worlds leading unit dose pharmaceutical packaging companies. We proudly produce highquality pharmacy packaging equipment MPIcertified consumable materials and our exclusive PakEDGE UD Barcode Labeling Software. Headquartered in Flemington New Jersey MPI serves customers throughout North America Latin and South America Europe the Middle East and in emerging markets internationally. MPIs mission is to be the premier manufacturer of pharmacy packaging solutions that contribute to saving patients lives while increasing efficiency and profitability for all customers.

Position Summary

At MPI were looking for a passionate and techsavvy Technical Success Representative to be the frontline of support for our valued endusers. Dive deep into the intricacies of our cuttingedge unit dose packaging systems and software and become the goto expert for both inhouse and onsite repairs as well as installations. Your role is not just about fixing issuesits about ensure that our customers have the best experience possible. Thrive in a customerfocused environment and continually update your skills and knowledge through ongoing training sessions. Play a pivotal role in upholding the gold standard of MPIs packaging solutions and software.

Essential Duties and Responsibilities

• Commit to our comprehensive and ongoing training program. Attend designated meetings to consistently deepen your expertise in MPIs packaging machinery and software. Be prepared to clarify warranties and service policies for our valued customers.
• Serve as the primary technical liaison for inbound incidents and service requests. Whether by phone or email provide unmatched support for MPIs packaging machinery and software.
• Address all customer needs related to MPI Acute Care equipment whether its annual maintenance scheduled service or emergency interventions. This includes not just the actual servicing but also aspects like preparing service quotes handling loaner equipment and making necessary travel arrangements. Ensure all expense reports are accurate and adhere to company guidelines.
• Demonstrate excellence by performing both onsite and remote installations of MPIs Acute Care products. But dont just installtrain our clients to help them get the most out of their new equipment.
• Skillfully use tools like GoToAssist and screen sharing to diagnose and address technical problems from a distance.
• Own the responsibility of meeting our customers support needs. Deliver service that is not just timely but also respectful and courteous ensuring the best experience.
• When challenges arise be resourceful. Use your knowledge leverage the expertise of colleagues and access our Customer Relationship Management (CRM) system to find answers all while adhering to our standard operating procedures.
• Document meticulously. Every action taken communication sent and promise made should be accurately recorded in the CRM ensuring transparency and clarity.
• Leverage the trust and rapport established with customers to identify opportunities for upselling and crossselling. Understand their needs and challenges to recommend additional MPI products services or upgrades that can enhance their packaging processes and overall satisfaction.
• Be vigilant in identifying patterns among customers and products. Share insights with the department to collaboratively develop processes and devise solutions.
• At MPI we believe in working together. Embrace a culture of interdependence always treating others (both colleagues and customers) with respect and kindness as dictated by the Platinum Rule.
• Engage in feedback loops with the product and development teams. Your frontline experience is invaluable in making iterative improvements to our products and services.
• Always be adaptable ready to take on new challenges as they arise.

MINIMUM QUALIFICATIONS (KNOWLEDGE SKILLS AND ABILITIES)

• Either possess basic knowledge of unit dose packaging machinery and materials or demonstrate a keen interest and willingness to learn.
• Must possess the ability to articulate complex information clearly and maintain effective relationships with customers and colleagues.
• Either have initial proficiency with CRM software or be eager to develop expertise through onthejob training.
• Willingness to travel as needed for training service calls and sales support activities.
• A foundational understanding of the healthcare or pharmaceutical packaging industry is preferable but candidates with a strong eagerness to learn are also welcome.
• An innate ability to work collaboratively and effectively within crossfunctional teams.
• Possess strong organizational skills with meticulous attention to detail.
• A genuine passion for continuous learning and a drive to contribute significantly to business growth.
• Either a basic understanding of project management principles or an eagerness to learn and apply them in realworld scenarios.
• Skilled in managing multiple concurrent projects while ensuring all milestones and deadlines are met.
• Excellent interpersonal skills are crucial for managing customer relationships and addressing any challenges that arise.
• Demonstrated ability or potential to recognize and act on sales opportunities with an understanding of customer needs. Comfortable discussing MPIs product and service benefits in a consultative manner to encourage further investment.
• Proficiency in Microsoft Office Suite especially Excel Word and Outlook. A sound understanding of PC hardware and software applications is crucial.

Education and Experience

• Associate degree in a relevant field (e.g. Information Technology Engineering Biotechnology Pharmacy Technician) or Bachelor degree in a related discipline or Degree/Certificate from a reputable Technical/Trade School.
• Industryspecific certifications or training in pharmaceutical packaging CRM systems or customer service are advantageous.
• At least 12 years of experience in a technical support role preferably within the pharmaceutical biomedical or related industry.

Travel

Up to 50 domestic travel required. Flexible working hours are required including nights and weekends. Office based when not traveling.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position the employee is regularly required to talk and hear. The employee must occasionally lift and/or move up to 50 pounds.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other jobrelated instructions and to perform any other jobrelated duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge skills or abilities. This document does not create an employment contract implied or otherwise other than an at will relationship.

What We Offer:

• Competitive compensation package that includes bonus potential
• Medical dental and vision benefits
• Life and longterm disability benefits
• Accident and critical illness benefits
• 401(k) Retirement Plan with company match
• Employee Assistance Program
• Educational Assistance
• Paid Time Off
• Paid Company Holidays

If you are interested in learning more about our company please visit our website at www.medpak.

Medical Packaging Inc. LLC (MPI) is committed to being an Equal Opportunity Employer providing a drugfree workplace and complying with ADA regulations as applicable. Qualified applicants will receive consideration for employment without regard to race color ethnicity/national origin religion sex sexual orientation gender identity or expression marital status pregnancy age disability genetic information military status or any other characteristic or status protected by federal state or local law.