FIELD SERVICE ENGINEER – SUWANEE, GA
JOB DESCRIPTION
FULL TIME POSITION – 20 – 25.00 PER HOUR
The Customer Support Engineer team is responsible for the successful installation of the dispensing equipment as well as troubleshooting technical problems, diagnosing, analyzing and/or repairing products.
Summary
The Customer Support Engineer “CSE” will provide remote and on-site reactive service for automated dispensing systems located within hospitals and other healthcare facilities. They service primarily hardware and software system components. Additionally, the CSE will participate in the installation and upgrades of these systems and secondarily execute a preventative maintenance program. They will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues of all applicable systems.
Essential Functions include the following. Other duties may be assigned.
1. Responsible for the successful implementation of Company products that involve extensive customer interaction with minimum supervision.
2. Provides technical support to external customers to resolve issues regarding hardware and software and will be capable of fully supporting all products within their region.
3. Dispatch, authorize and direct the work of third party technicians in the diagnosis and repair of the Company’s systems and equipment including the selection and shipment of parts to repair problems.
4. Responds to, evaluates and prioritizes assigned service orders, for assistance with hardware and software technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem.
5. Performs reactive/proactive Preventive Maintenance as assigned.
6. Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management.
7.Responsible or the overall ownership of the service order, or will ensure proper escalation processes are followed.
8. Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
9. Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.
10. Consults with advanced team members and their liaisons to understand hardware and software errors.
11. Notifies appropriate internal personnel of issues at a particular account.
12. Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
13. Manages parts per the parts management policy and procedure.
14. Performs training of products and technologies third party technical personnel, hospital staff and system operators, loaders and users.
Additional Responsibilities
1. Communicates customer needs and wishes to customer support and engineering staff.
2. Contributes to the product knowledge to help make future installations and troubleshooting easier.
3. Maintains communication between the department and management through regular operational reports and/or attending staff meetings.
4. Assists the Customer Support Engineer Regional Manager and other team members when needed.
5. Completes required reports and records accurately and promptly.
6. Attends meetings and training as required.
7. Keeps management informed of area activities and of any significant problems or concerns.
8. Contributes to the fulfillment of department and Company objectives and goals.
9. Recommends improvements to the policies and procedures which affect the department.
10. Adheres to established security safeguards, procedures and other Company policies.
11. Performs other duties, as assigned.
Education
Associates degree or equivalent from two-year college or technical school preferred.
Experience
• Field customer service experience required.
• Experience supporting automation equipment in a healthcare setting is a plus.
Language Skills
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management, public groups and/or boards of directors.
Mathematical Skills
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
Reasoning Ability Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Other Required Skills and Abilities
• Working knowledge of Microsoft Word, Excel, Outlook and other Web-based applications.
• Must be detailed oriented, able to multi-task and have the ability to implement projects consistent with established Company and customer objectives.
• Ability to travel at least 75% of the time. Home-based position with daily travel to customer sites within assigned territory with overnight travel.
• Position requires flexible working hours, including some nights and weekends. Must be flexible for 24x7 on call rotation.
• Driving requirements dictate that the candidate possess and maintain a valid driver license and be at least 25 years old.
• Ability to work independently from home office.
• Must be able to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending and lifting.
• Skilled in the use of electronic test equipment, i.e. multi-meter and Oscilloscope.
• Proficient with wiring, soldering, and using hand tools.
• Must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Petussis.