Field Support Engineer, Pharmacy Automation

• Providing outstanding customer service by addressing inquiries and resolving issues in a professional, collaborative, and supportive manner.
• Maintaining pharmacy automation equipment and performing preemptive maintenance to maximize uptime and ensure customer satisfaction.
• Responding to service requests within specified SLA requirements for break/fix situations.
• Working with regional and national service teams to diagnose and solve complex technical problems.
• Assisting the Product Implementation Team with the installation of new automation systems.
• Training customers on the operation and daily maintenance of our products.
• Documenting all issues and resolution actions in Salesforce Field Service Lightning.
• Providing valuable feedback to our management and engineering teams to help drive product improvements and efficiency.
• Managing and organizing company-supplied tools and inventory.
• Handling occasional weekend, holiday, and overtime coverage, as well as periodic overnight stays and travel outside the local region.
• Maintaining a professional appearance and attitude while working independently with minimal supervision.

• Work in both indoor and outdoor environments common to pharmacy settings.
• Perform long-term standing and frequent walking.
• Lift, carry, push, and pull up to 50 pounds frequently and up to 100 pounds occasionally.
• Stand for up to 10-12 hours a day on occasion.
• See, smell, hear, talk, climb ladders and step stools, balance, stoop, kneel, twist, crouch, crawl, reach, and grasp.
• Drive a car for an average of four hours per day, with some shorter and longer drive times expected. Occasional air travel may also be required.

• Education/Experience: An Associate's degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering, or Biomedical Engineering Technology is preferred. Alternatively, you should have 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.
• Extensive knowledge of basic computer networking, including the use of Windows tools to identify network and PC information, as well as the setup and 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 with the ability to use standard hand tools for complex disassembly and reassembly.
• Proficiency with digital multi-meters and voltage/amperage testers.
• Other Skills:

• Highly motivated to deliver superior customer care.
• Willingness to extend beyond the typical workday when the situation requires it.
• Strong organizational skills for managing tools and inventory.
• Timely reporting of expenses through Concur.

• A fleet vehicle.
• A corporate credit card for travel and expenses.
• A company-issued laptop and phone.
• A complete toolkit with standard and specialty tools.
• A comprehensive suite of benefits.

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