Field Service Engineer servicing material handling equipment in the Birmingham area. Diagnosing technical issues and providing support to customers at various sites.
About the role
- Field Support Engineer providing technical support for pharmacy automation products in Springfield, MA. Traveling regionally for client sites and ensuring customer satisfaction with effective problem resolution.
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.
- 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.
Requirements
- High School Diploma plus 3-5 years of experience in a field service role
- Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10, Windows 11
- Proficient knowledge of Microsoft Office
- 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.
- Strong mechanical proficiency and the ability to use standard hand tools to perform in depth disassembly and reassembly of complex subsystems.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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