Field Support Engineer, Pharmacy Automation

Field Support Engineer, Pharmacy Automation 

Compensation: Salary + Bonus + Company Car

We're looking for a dedicated Field Support Engineer to join our team. In this role, you'll be the face of our company, providing world-class technical and customer support for our advanced pharmacy automation products. You'll travel regionally to service and maintain equipment in various pharmacy environments, ensuring our clients receive exceptional service and their systems run flawlessly. 💊

Key Responsibilities

As a Field Support Engineer, you'll be responsible for a wide range of tasks, including:

• 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 Environment and Physical Demands

This role requires a high level of physical activity and adaptability to different environments. You should be able to:

• 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.

Reasonable accommodations will be made for individuals with disabilities to perform these essential job functions.

Required Skills and Experience

• 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.

Benefits

We provide the tools you need to succeed, including:

• 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.