Field Support Engineer

• Deliver world class customer service and problem resolution skills at new and existing client sites.
• Cultivate positive customer relations by responding to complaints/inquiries in a collaborative, supportive, and professional manner.
• Ensure customer satisfaction and maximum up time by maintaining equipment and pre-emptively resolving potential issues.
• Instruct customers in the operation and daily maintenance of Client Parata's suite of pharmacy automation products.
• Respond to SLA requirements to break/fix service requests.
• Collaborate with regional and national service team members to identify and resolve complex problems.
• Periodically assist Product Implementation Team with installation of new automation.
• Provide detailed descriptions of issues and resolution actions in Salesforce Field Service Lightning.
• Provide feedback on products and services to management and engineering to help drive efficiency and product improvement.
• Be a highly responsible professional who can perform work independently with little supervision.
• Maintain professional appearance in line with company policy.
• Periodic travel outside of the local region and overnight stays may be required.
• Weekend and holiday coverage as well as occasional overtime may be required.
• Organizing and maintaining company supplied tools and inventory.
• Timely reporting of expenses through Concur.
• Willingness to extend themselves beyond the specified workday as required by the situation.

• Associates degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering or Biomedical Engineering Technology preferred or 3-5 years of experience in a field service role.
• Equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted.
• Highly motivated to provide superior customer care.
• Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10, Windows 11 is required.
• Proficient knowledge of Microsoft Office is required.
• Extensive knowledge of basic computer networking includes use of windows tools to identify network and pc information.
• Knowledge of setup and use of routers and switches.
• Ability to locate and edit configuration and XML files within a file structure.
• Understanding of ghosting and re-imaging processes.
• SQL knowledge a plus.
• Strong mechanical aptitude and the ability to use standard hand tools to perform in depth disassembly and reassembly of complex subsystems.
• Proficiency with digital multi-meters and voltage/amperage testers.

• This position may be subject to both outside environmental conditions as well as inside environmental conditions common to a pharmacy location during service or maintenance.
• Work will primarily be in the field involving long-term standing and frequent walking as well as including common hazards maneuvering through pharmacy locations.
• Work will also include working with fingers by picking, pinching, typing, and grasping often with repetitive motion.
• Must be able to carry, lift and push/pull up to 50 pounds frequently and up to 100 pounds occasionally.
• Must be able to stand up to 10-12 hours a day on occasion.
• Must have the ability to see, smell, hear, talk, climb, balance, stoop, kneel and twist, crouch, crawl, reach, grasp, sit, stand, and walk.
• Daily car travel is required; occasional air travel is possible. Travel by car may average four hours per day, with occasional shorter and some longer drive times expected.
• Use of ladders and step stools on a regular basis.

Varite