Field Service Technician - CS

CareOne Group•Houston, TX

About The Position

As the Field Service Technician, you will provide field service support and maintenance, achieving a high level of customer satisfaction including building customer relations and conducting installations and system maintenance of sites, both individually and as a team. Under minimal supervision, we will ask you to show initiative in a team environment to successfully perform the following duties: Essential Duties and Responsibilities Complete advanced troubleshooting in escalated situations Accurately diagnose, repair, and maintain Advanced Pharmacy products and accessories Perform scheduled and unscheduled preventive maintenance on Passport and associated equipment Provide back-up support for all region personnel for time-off and vacations Work closely with engineering and assembly for the betterment of the product line Perform installation at customer sites as well as conduct pre-installation surveys Support installations in their region as well as other regions Work with engineering, and management to resolve escalated problems Develop expertise related to the configuration and operation of the Passport System Effectively schedule calls to manage Advanced Pharmacy requirements across assigned regions Educate the customers on basic operation of their machine Resolve customer issues and provide appropriate communications with the customer, team, and manager. Must demonstrate problem ownership and high sense of urgency to deliver full customer satisfaction Ensure that all field service personnel comply with all company policies, practices and procedures Participate in proactive team efforts to achieve departmental and company goals Perform technical and maintenance support for the pharmacy Support the deliver and replenishment of the pharmacy related consumables as directed by management. This includes but not limited to loading the machine with medications and supplies Ensure that third party organizations involved in the servicing or loading of the machine with medications adhere to company policies and procedures. Document all service activity in service ticket system – Dispatch Direct Adhere to all Field Service Policies and Procedures Performs related duties as assigned

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school (or military training) required
2+ years related experience and/or training; prior Field Service technical experience preferred
Superior customer service skills
Knowledge of word processing, spreadsheet and manufacturing software; basic Microsoft Office experience, specifically Word, Excel and Outlook
24/7 on-call availability required; must be able to respond quickly to service calls and travel locally as necessary
Excellent electro-mechanical skills
Basic IT knowledge/experience
Ability to work equally well in team environments and independently
A high level of customer service skills as well as the ability to respond quickly to service calls and travel as necessary
Ability to manage multiple projects simultaneously
Some amount of out of state travel may be required
Must have a valid driver’s license and reliable transportation

Nice To Haves

Previous medical equipment or automation experience desired

Responsibilities

Complete advanced troubleshooting in escalated situations
Accurately diagnose, repair, and maintain Advanced Pharmacy products and accessories
Perform scheduled and unscheduled preventive maintenance on Passport and associated equipment
Provide back-up support for all region personnel for time-off and vacations
Work closely with engineering and assembly for the betterment of the product line
Perform installation at customer sites as well as conduct pre-installation surveys
Support installations in their region as well as other regions
Work with engineering, and management to resolve escalated problems
Develop expertise related to the configuration and operation of the Passport System
Effectively schedule calls to manage Advanced Pharmacy requirements across assigned regions
Educate the customers on basic operation of their machine
Resolve customer issues and provide appropriate communications with the customer, team, and manager. Must demonstrate problem ownership and high sense of urgency to deliver full customer satisfaction
Ensure that all field service personnel comply with all company policies, practices and procedures
Participate in proactive team efforts to achieve departmental and company goals
Perform technical and maintenance support for the pharmacy
Support the deliver and replenishment of the pharmacy related consumables as directed by management. This includes but not limited to loading the machine with medications and supplies
Ensure that third party organizations involved in the servicing or loading of the machine with medications adhere to company policies and procedures.
Document all service activity in service ticket system – Dispatch Direct
Adhere to all Field Service Policies and Procedures
Performs related duties as assigned