Field Service Engineer at Acclaro Corporation repairing and installing laser systems. Collaborating with various teams to ensure high - quality technical service and customer satisfaction.
About the role
- 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.
Responsibilities
- Deliver world class customer service and problem resolution skills at new and existing client sites.
- Cultivate positive customer relations by responding to complaints/inquires in a collaborative, supportive, and professional manner.
- Ensure customer satisfaction and maximum uptime by maintaining equipment and preemptively resolving potential issues.
- Instruct customers in the operation and daily maintenance of BD Parata’s suite of pharmacy automation products.
- Respond within 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.
- Organize and maintain company supplied tools and inventory.
- Timely reporting of expenses through Concur.
- Willingness to extend themselves beyond the specified workday as required by the situation.
Requirements
- Associates degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering or Biomedical Engineering Technology plus 3-5 years of experience in a field service role
- 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 including 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.
Benefits
- A fleet vehicle
- Corporate credit card for travel and expenses
- Company issued laptop and phone for business use
- Tool kit containing standard and specialty tools need for servicing of automation
- A comprehensive suite of benefits.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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