KnowHireMatch

Field Support Engineer, Pharmacy Automation

KnowHireMatch

full-time

Posted on:

Location: 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Provide world-class technical and customer support for advanced pharmacy automation products as the face of the company.
  • Travel regionally to service and maintain equipment in various pharmacy environments.
  • Provide outstanding customer service by addressing inquiries and resolving issues professionally and collaboratively.
  • Maintain pharmacy automation equipment and 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 the Product Implementation Team with installation of new automation systems.
  • Train customers on the operation and daily maintenance of products.
  • Document all issues and resolution actions in Salesforce Field Service Lightning.
  • Provide feedback to management and engineering teams to drive product improvements and efficiency.
  • 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; stand up to 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 a car an average of four hours per day with occasional air travel; reasonable accommodations will be made for disabilities.

Requirements

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