KnowHireMatch

Field Support Engineer, Pharmacy Automation

KnowHireMatch

full-time

Posted on:

Origin:  • 🇺🇸 United States • Idaho

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Field Support Engineer providing world-class technical and customer support for advanced pharmacy automation products and representing the company.
  • Travel regionally to service and maintain automation equipment in various pharmacy environments.
  • Provide outstanding customer service by addressing inquiries and resolving issues professionally and collaboratively.
  • Perform preemptive maintenance to maximize uptime and ensure customer satisfaction.
  • Respond to service requests within specified SLA requirements for break/fix situations.
  • Work with regional and national service teams to diagnose and solve complex technical problems.
  • Assist Product Implementation Team with installation of new automation systems.
  • Train customers on operation and daily maintenance of products.
  • Document issues and resolutions in Salesforce Field Service Lightning.
  • Provide feedback to management and engineering teams to drive product improvements.
  • Manage and organize company-supplied tools and inventory.
  • Handle occasional weekend, holiday, and overtime coverage, periodic overnight stays, and travel outside the local region.
  • Maintain a professional appearance and attitude while working independently with minimal supervision.
  • Work in indoor and outdoor pharmacy environments; perform long-term standing and frequent walking.
  • Lift, carry, push, and pull up to 50 pounds frequently and up to 100 pounds occasionally; may stand 10-12 hours on occasion.
  • Perform physical activities including seeing, smelling, hearing, talking, climbing ladders and step stools, balancing, stooping, kneeling, twisting, crouching, crawling, reaching, and grasping; drive approximately four hours per day with occasional air travel.

Requirements

  • Education/Experience: An Associate's degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering, or Biomedical Engineering Technology is preferred; alternatively 3-5 years of field service experience or equivalent experience servicing complex medical or business equipment.
  • Technical Knowledge: Proficient in Microsoft Operating Systems (Windows 2000, XP, 7, 10, 11) and Microsoft Office.
  • Extensive knowledge of basic computer networking, including using Windows tools to identify network and PC information, and setup/use of routers and switches.
  • Familiarity with locating and editing configuration and XML files within a file structure.
  • Knowledge of ghosting and re-imaging processes.
  • SQL knowledge is a plus.
  • Strong mechanical aptitude and ability to use standard hand tools for complex disassembly and reassembly.
  • Proficiency with digital multi-meters and voltage/amperage testers.
  • Highly motivated to deliver superior customer care.
  • Willingness to extend beyond the typical workday when required.
  • Strong organizational skills for managing tools and inventory.
  • Timely reporting of expenses through Concur.