Field Services – Technician Services Engineer 2 (closed)
Provide corrective maintenance, preventative maintenance, upgrades, troubleshooting and installation on designated equipment located in long term care facilities and Pharmacy Hubs. Responsible for managing an assigned geographical territory and provide service in other territories as needed.
ESSENTIAL JOB DUTIES
•Responsible for managing, ordering, logistics and reverse logistics for spares inventory
•Maintain proper communications with customers to ensure service recovery and follow up
•Maintain timely, accurate and compliant with all administrative responsibilities
•Maintain tools and test equipment properly and assuring calibrations where appropriate
•Initiate and adhere to escalation protocols as needed, work closely with local support, national support and original equipment manufacture to define and support implementation of corrective action plans to resolve customer issues in a timely manner
•Assist and lead, where appropriate, in conducting root cause analysis for chronic and complex technical issues
•Participate in sales opportunities such as contract renewals, non-contract revenue and assist with promoting and implementing revenue generation programs.
•May assist and participate in disaster recovery efforts
•Remain current on equipment, tools and test equipment through appropriate training, manuals and other relevant materials.
•Ensure completion of all engineering change orders (ECO) and field modifications instructions (FMI) within prescribed timeframes.
•Participate in training and development of tier I technicians
•Participate in user application training and development
•Assist in the development and/or improvement of field service and support operations
•Participate in remote monitoring alert protocols
•Perform on-call responsibilities as required
CODE OF CONDUCT
Must adhere to the Company’s Code of Conduct and Business Ethics policy including documentation and reporting responsibilities.
•Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associate’s degree with two (2) years experience servicing electronic or electromechanical equipment.
•Experience diagnosing and repairing mechanical, electromechanical and/or electronic equipment, preferred
•Accessible “after hours” and weekends for critical issues and coverage
•Must be capable of maintaining regular attendance
•Must be able to travel with valid driver’s license
•Must meet all local health regulations, pass post-offer drug test, and pass post-employment physical exam if required
•Must be capable of performing the Essential Job Functions of this job, with or without reasonable accommodations
KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS
•Must be able to read engineering drawings and circuit schematics
•Computer skills with experience using Microsoft Office products
•Knowledge with problem solving and project leadership experience
•Experience interfacing with both internal team members and external customers as part of a solutions based service process
•Experience troubleshooting and responding to customer concerns
•Organization skills including the ability to prioritize and manage multiple tasks in a dynamic environment
•Strong communication and team work skills
•Customer focused and committed to customer satisfaction
•Ability to effectively and harmoniously interact with facility, group, division and company management and other employees at all levels; promotes teamwork, demonstrates strong professionalism and provide superior customer service
•Ability to work and produce results under pressure
•Must display a positive attitude and commitment to excellence
•Must be a self-starter and able to work with minimal supervision
PHYSICAL AND SENSORY REQUIREMENTS
Mobility, reaching, bending, lifting (minimum of 10 pounds), fine hand coordination, ability to read and write, the ability to understand and follow written and oral instructions and directions, ability to travel, and ability to remain calm under pressure.