Field Support Engineer

Company: Parata Systems
Location: Durham
Posted on: November 20, 2023

Job Description:

Position Overview We are currently seeking a Field Support Engineer in the Nashville/Murfreesboro, TN area. The Field Support Engineer will provide advanced level technical support through the performance of on-site servicing and repair of complex pharmacy automation and systems. He/she will inspect and approve operational quality of system and equipment. The FSE periodically will also install products and train customers on its operation. When required, the FSE will lead new project teams and help create and update technical manuals and other product documentation. IMPORTANT!
Candidates must be eligible to work in the United States on a permanent basis. If hired, you must be able to pass a background check and drug screen and have a clean driving record (3-year). This is not an IT support or helpdesk job. Prior hands-on experience with troubleshooting and repair is required. Knowledge of PCs and familiarity with basic networking is a must. HEAVY DRIVING is required. Key Responsibilities

• Installation, calibration, testing, maintenance and repair of pharmacy automation equipment and systems in various pharmacy environments. Manage installation assignments and assigned customers within a district.
  
  
• Submit documentation and service reports via electronic reporting.
  
  
• Deliver strong customer service and problem resolution skills at new and existing client sites. Ensure customer satisfaction and maximum uptime by maintaining equipment functionality and by troubleshooting and repairing hardware and software related problems. Monitor status of problem resolution at all times.
  
  
• Instruct customers in the operation and maintenance of products. Serve as company liaison with customer on administrative and technical matters for assigned projects.
  
  
• Mentor entry-level service engineers.
  
  
• Increase knowledge, skills and abilities with focus on becoming a technical expert on core products.
  
  
• Is prepared to respond to last-minute escalations which may require overnight stays.
  
  
• Apply technical expertise and statistical analysis techniques to diagnose problems; refer to technical manuals and schematics as needed.
  
  
• Ensure technical information is updated by reviewing and editing service manuals, service bulletins and product reference material.
  
  
• Develop and implement programs for advanced product training. Act as the Subject Matter Expert (SME) by providing detailed technical training. Assist entry-level FSEs to shorten the learning curve on new products.
  
  
• Foster positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner. Resolve problems in a timely and efficient manner. Skills and Experience
  • 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.
    
    
  • Bachelor's degree preferred.
    
    
  • An equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted.
    
    
  • Excellent communication skills including good grammar, enunciation and listening skills.
    
    
  • Highly motivated to provide superior customer care.
    
    
  • The following networking and computer skills are required
    • Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10
      
      
    • Extensive knowledge and ability to utilize DOS and CMD prompt commands.
      
      
    • Ability to locate and edit configuration and XML files within a file structure.
      
      
    • Knowledge of setup and use of routers and switches along with networking and TCP/IP
      
      
    • Proficient knowledge of Microsoft Office required.
      
      
    • Understanding of ghosting and re-imaging processes.
      
      
    • Strong mechanical aptitude and the ability to use standard hand tools to perform mechanical work.
      
    • Proficient with digital multi-meters and voltage/amperage testers.
      
      
    • Previous training experience strongly preferred.
      
      
    • True commitment to customer satisfaction with account management experience.
      
      
    • Must be a highly responsible professional who can perform work independently with little supervision.
      
      
    • SQL knowledge a plus.
      
      
    • Willingness to extend him/herself beyond the specified workday as required by the situation Work environment and physical demands The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.
      • This position may be subject to both outside environmental conditions as well as inside environmental conditions common to a pharmacy location during an installation or maintenance visit.
        
        
      • Work will primarily be in the field involving long-term standing and frequent walking as well as include common hazards maneuvering through pharmacy locations.
        
        
      • Work will also include working with fingers by picking, pinching, typing, and grasping often with repetitive motion.
        
        
      • Must be able to carry, lift and push/pull up to 50 pounds frequently and up to 100 pounds occasionally.
        
        
      • Must be able to stand up to 10-12 hours a day on occasion.
        
        
      • Must have the ability to see, smell, hear, talk, climb, balance, stoop, kneel and twist, crouch, crawl, reach, grasp, sit, stand, and walk.
        
        
      • Weekend and overtime and/or overnight work and travel may be required.
        
        
      • Daily car travel is required; occasional air travel is possible. Travel by car may average four hours per day, with occasional shorter and some longer drive times expected.
        
        
      • Additional physical duties may be required as necessary.
        
        
      • While COVID-19 precautions are in effect, this role may require use of face masks/face coverings and gloves while working in customer facilities. Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran's status.
        Once you apply, you will be contacted by our HR Business partner, ExpressPros, to determine next steps in this process.

Keywords: Parata Systems, Durham , Field Support Engineer, Engineering , Durham, North Carolina