Field Support Engineer providing in depth technical and customer support for BD Parata’s pharmacy automation products. Involves regional travel to support pharmacies with maximum uptime and customer satisfaction.
About the role
- Field Service Engineer at Acclaro Corporation repairing and installing laser systems. Collaborating with various teams to ensure high-quality technical service and customer satisfaction.
Responsibilities
- Repair, test, calibrate, and install laser systems, sub-systems, and sub-assemblies during field visits, dispatches, or at head office.
- Diagnose and resolve complex equipment issues, escalating to R&D or Software teams as needed.
- Identify potential risks impacting project timelines, equipment functionality, or customer satisfaction.
- Create high-quality technical service documentation, including procedures, troubleshooting guides, and service bulletins.
- Prepare and maintain detailed service records with a high level of accuracy.
- Conduct trend reporting and analysis related to service component failures and recurring issues.
- Serve as a liaison between Service, Software, Quality, and R&D teams to ensure effective communication and alignment on product and service improvements.
- Participate in quality control reviews, providing field-based insights and recommendations.
- Provide professional, courteous, enthusiastic, prompt, and skilled technical service to Acclaro customers.
- Deliver on-site technical support for customer training, workshops, and industry events.
- Monitor customer accounts, ensuring high levels of satisfaction and timely issue resolution.
- Maintain excellence in customer interaction, both in person and over the phone.
- Support onboarding and mentoring of Field Service Engineer I team members.
Requirements
- Bachelor’s degree in Electronics, Laser Technology, Engineering, or equivalent experience required.
- Minimum 2–4 years of field service experience, preferably in a laser, medical device, or industrial equipment environment.
- Ability to work flexible shifts and adapt to changing work schedules.
- Approximately 75% travel required, including overnight travel; international travel a strong plus.
- Experience with technical writing, service documentation, or creation of technical procedures preferred.
- Familiarity with computers, DOS, Word, Excel, and Salesforce.
- Strong understanding of optics, electronics, cooling systems, power supplies, and laser systems.
- Strong customer service skills and ability to communicate effectively and tactfully.
- Ability to work independently and prioritize multiple assignments.
- Demonstrated analytical abilities, especially regarding trend identification and root-cause analysis.
- Training experience or demonstrated capability to train others is a plus.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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