In 1985, Systech International recognized that pharmaceutical companies were facing growing pressures to become more effective in producing quality products while maintaining compliance with regulatory mandates. Suppliers supporting the industry offered technology that needed to be custom integrated and only solved a point solution. Systech developed a better way to serve the industry's real needs by introducing a complete and configurable machine vision solution with device management and information visibility as part of their productized packaging offerings.

Through innovative software development and ongoing support, Systech has changed the way companies think about their packaging needs. Systech began with machine vision tools for the pharmaceutical packaging line, which at its core, enabled customers to ensure maximum quality. Systech then introduced its line monitoring and control solution that includes automated procedural management, analytics and reporting of information. With the addition of serialization and ERP integration, Systech has evolved their offering into a complete Packaging Execution System (PES).

Because of Systech's domain expertise and significant market penetration at the packaging operations level, many industry partners have turned to them to ensure quality and regulatory compliance and to improve efficiencies for their customers' businesses. Customers in the pharmaceutical, medical devices, biotechnology, food and beverage, and healthcare industries can protect their consumers and optimize their businesses through Systech's suite of products.

With deployments throughout Europe, Asia-Pac, Central and Latin America, Canada, and the United States, Systech delivers the industry's most comprehensive Packaging Execution System designed to meet both current and future production needs. Systech products are trusted and used by many of the world's leading Fortune 500 companies.

Headquartered in Cranbury, NJ, Systech with its international headquarters in Brussels, Belgium, serving more than 26 countries worldwide with a dedicated sales and services team located globally to address the immediate needs of their customers.

 

We are growing to meet the needs of our clients and our growing market!

The Tier 3 Technical Support Engineer is the final escalation point within the Customer Care and Technical Support Organization.  Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer.  This Tier TS Engineer is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with Field Engineering, Product Management and Product Development.  The Tier 3 TS Engineer is the escalation point for technical support issues globally.    

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• The escalation point for Tier 3 TS issues being escalated from Tier 1 & 2 support staff  globally.
• Responsible for reproducing / confirming product defects and reporting such defects to Field Engineering and Product Management for future consideration.
• Provide product training to Tier 1 & 2 support and act as a mentor to junior support engineers.
• Provide “on-site” support to global customers as needed.
• Responsible for escalating technical issues that could not be resolved by Tier 1 & 2 TS Engineers to Field Engineering, Product Development and Software Development.
• Maintaining required product environments for the entire Customer Care and Technical Support organization.
• Act as a back–up for Tier 2 Technical Support Engineers.
• Provide after hours coverage as part of an on-call rotation schedule for SLA support as needed.
• Work continuously to increase Tier 2 TS Engineer product knowledge by reviewing escalated cases on a weekly basis.
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2  Support are completely documented in the CRM system.  
• Ensure that all levels of Customer Care and TS Engineers are informed and current of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with the entire TS organization.  
• Depending on the circumstances, the Tier 3 TS Engineer could be required to travel to client sites on short notice.
• Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.

• Ability to demonstrate strong analytical and problem solving skills.
• Excellent written communication and verbal skills, as well as strong listening skills.
• Possesses strong customer relation skills.
• Ability to handle multiple priorities.
• Must speak fluent English; bilingual highly preferred.
• Perform in an effective and timely manner all the tasks required.
• Work as a member of the Customer Care and Technical Support team and with other departments (i.e. FE, PM, SD) to exceed SYSTECH customer’s expectations for technical support.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
• Represent SYSTECH in a professional manner, especially when providing on-site support.
• Methodically resolve the more difficult and complex production issues reported by customers and partners.
• Ability to lift up to 50 lbs
• Ability to travel 10-15% to customer site as needed.

 

All Technical support personnel should be able to lift up to 50 pounds, provide after-hours on-call support and will be required to travel to customer sites to provide on-site support and to participate in training activities.

 

EDUCATION and/or EXPERIENCE:

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 5 years experience in providing call center technical support on electronic imaging products or high-speed automation controls.
• Must have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN Networking and IT Network Operations experience.
• Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
• Basic understanding of AC/DC circuits and ohms law.
• Experience in troubleshooting complex computer programmable digital logic circuits PLC’s.
• Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CCD) technology.
• Ability to logically troubleshoot software issues to determine the root cause and present suggested work-arounds and solutions.
• Proven call center support experience as well as exhibiting professional client facing skills.
• Ability to calculate figures and amounts pertaining to proportions, percentages circumference and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to support customers using Ethernet connections.     

 

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

 

All your information will be kept confidential according to EEO guidelines.