Field Service Technician

Great new Career Opportunity in Long-Term Care Pharmacy!

Travel Locations: MA Surrounding Areas

As the Field Service Technician, you will provide field service support and maintenance, achieving a high level of customer satisfaction including building customer relations and conducting installations and system maintenance of sites, both individually and as a team. Under minimal supervision, we will ask you to show initiative in a team environment to successfully perform the following duties:

• Complete advanced troubleshooting in escalated situations
• Accurately diagnose, repair, and maintain Advanced Pharmacy products and accessories
• Perform scheduled and unscheduled preventive maintenance on Passport and associated equipment
• Provide back-up support for all region personnel for time-off and vacations
• Work closely with engineering and assembly for the betterment of the product line
• Perform installation at customer sites as well as conduct pre-installation surveys
• Support installations in their region as well as other regions
• Work with engineering, and management to resolve escalated problems
• Develop expertise related to the configuration and operation of the Passport System
• Effectively schedule calls to manage Advanced Pharmacy requirements across assigned regions
• Educate the customers on basic operation of their machine
• Resolve customer issues and provide appropriate communications with the customer, team, and manager. Must demonstrate problem ownership and high sense of urgency to deliver full customer satisfaction
• Ensure that all field service personnel comply with all company policies, practices and procedures
• Participate in proactive team efforts to achieve departmental and company goals
• Perform technical and maintenance support for the pharmacy
• Support the deliver and replenishment of the pharmacy related consumables as directed by management. This includes but not limited to loading the machine with medications and supplies
• Ensure that third party organizations involved in the servicing or loading of the machine with medications adhere to company policies and procedures.
• Document all service activity in service ticket system – Dispatch Direct
• Adhere to all Field Service Policies and Procedures
• Performs related duties as assigned

• Associate's degree (A.
  
  A.) or equivalent from two-year college or technical school (or military training) required

2+ years related experience and/or training; prior Field Service technical experience preferred

• Previous medical equipment or automation experience desired
• Superior customer service skills
• Knowledge of word processing, spreadsheet and manufacturing software; basic Microsoft Office experience, specifically Word, Excel and Outlook
• 24/7 on-call availability required; must be able to respond quickly to service calls and travel locally as necessary
• Excellent electro-mechanical skills
• Basic IT knowledge/experience
• Ability to work equally well in team environments and independently
• A high level of customer service skills as well as the ability to respond quickly to service calls and travel as necessary
• Ability to manage multiple projects simultaneously
• Some amount of out of state travel may be required

Must have a valid driver’s license and reliable transportation