The Field Service Engineer performs all Customer Care duties and responsibilities relating to Swisslog Healthcare products, including preventive maintenance, corrective maintenance, warranty service, emergency service, on-call service, start-up of current systems, operator maintenance and user training, and promotion of company products and services as required.
This individual will serve as the expert in using Swisslog Healthcare’s Pharmacy Automation hardware and software systems. Maintain daily responsibility for the system’s functionality, daily operational integrity, and uptime for Swisslog Healthcare products on-site for assigned customers. Act as the primary contact for all on-site Swisslog Healthcare systems and messaging of corporate communications. Partner closely with the pharmacy staff, information systems, and nursing managers to operationalize practices, implement new Swisslog Healthcare technology, and train and educate users on product updates. Coordinate and assist the Customer Service team in their response to issues.
This position is located in New York City, NY. This individual will focus on our Pharmacy Automation (Medication Management) solutions.
Your collaboration
Perform all Customer Support Duties and Responsibilities relating to Swisslog Healthcare's Pharmacy Automation Systems including:
- Provide on-demand corrective, 24/7 emergency, and paid services to customers during assigned/designated working hours.
- Provide start-up services on Swisslog Healthcare's Pharmacy Automation Systems as assigned.
- Assist with start-up services on new products as required, working closely with the assigned Installation Specialists.
- Report product quality issues to assigned Field Service Supervisor and/or Customer Care Manager, and file quality reports as directed/required.
- Train Swisslog Healthcare customers on system and light maintenance operations.
- Promote parts orders, provide recommended parts lists to clients and recommend inventory stocking levels to customers as required.
- Conduct periodic customer care visits to monitor product performance and customer satisfaction.
- Maintain accountability/inventory of assigned spare parts (crash kit) and customers’ consignment inventories when inventories are contractually maintained by Swisslog Healthcare.
- Assist all customers within assigned area with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
- Advise Field Service Supervisor and/or Regional Service Director of any problems or opportunities that arise within their area of responsibility.
- Ensure that required administrative paperwork, Service Work Orders, Expense Reports and Downtime Reports, and start-up logs are properly filled out and processed in a timely manner.
- Communicate and share information with sales personnel and support personnel as it relates to their assigned customer base.
- Exercise proper care and accountability of all assigned company property, be mindful in spending company’s money and resources responsibly, and exercise proper care and responsibility when working with customers’ property and/or facilities.
- Maintain a clean and professional appearance at all times when working with customers.
- Adhere to and strictly enforce all company safety policies and procedures.
- Regularly oversee the function and operations of all Swisslog Healthcare products at assigned customer site. Ensure hospital and pharmacy team members are consistently educated and trained on Swisslog Healthcare equipment and software.
- Assist and guide the customer with the management and upkeep of Swisslog Healthcare products so they are reliable and operational for pharmacy needs.
- Report on findings for system anomalies to the appropriate team members and advise customer contacts on the next steps for resolution when possible.
- Create, implement, and follow various procedural workflows for system fixes and ensure appropriate documentation of newly adopted fix methods.
- Document and continually update steps for use and processes of systems, common issue resolution, etc. Train customer team members as needed.
- Partner with all departments at Swisslog Healthcare to ensure a positive company reputation at the customer site.
- Respond to product and program changes and update account contacts as needed.
- Support and promote the company's Core values through regular positive interactions with internal and external stakeholders.
- Attend required training programs to keep current on system updates.
- Position may require some travel as well as holiday and weekend work.
- Perform other duties and attend to other initiatives and goals as assigned.
Your competence
- Associate's degree in Electronic Engineering Technology, Vocational school, related 4 years military experience, or equivalent.
- Ability to read blue print, schematics and wiring diagrams to extract necessary technical information
- Exceptional interpersonal skills (customer service skills) and communication skills.
- PC Computer software and hardware literate/Windows Application experience.
- Minimum of 3 years experience with various Swisslog Healthcare products, including installation, startup, and service; or equivalent extensive technological service knowledge/experience.
Desirable, but not Essential:
- Experience working in a mission-critical, on-call environment is strongly preferred.
- B.S. Degree, Electronics Engineering Technology
Eligibility Requirements:
- Ability and willingness to travel 30 to 50% of the time for technical support and training purposes.
- Ability and willingness to work on-call hours including weekend, night, and/or holiday work.
- Ability and willingness to lift, lower and carry objects up to 50 lbs., work from heights, climb ladders, and work in confined spaces.
- Must have a valid driver’s license and excellent driving record.
- To comply with the requirements of our hospital customers, Field Service Engineers must be vaccinated against COVID-19.
Compensation: Salary range for this position is $60,000 - $76,000, plus overtime, plus on-call pay, plus car allowance ($600/month) and fuel card. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).
Clarity on your path
At Swisslog Healthcare, we are constantly looking for people who shape and develop our company. We offer exciting opportunities to learn, develop and lead change. You benefit from clear communication and development plans that are aligned with your personal strengths and our common goals. Enjoy many other benefits that we are constantly reviewing and expanding.
Flexible Working Options
Globally Networked Environment
Great Team Spirit
Retirement Plans
Grow with Us!
Our commitment
We use automation to make a difference in hospitals and healthcare facilities. 1,200 dedicated employees in more than 3,500 facilities around the world are already relieving the burden on staff and giving them more time for patient care activities. With the latest technologies in the field of medication management, we are taking responsibility for shaping tomorrow's healthcare system to improve patient care and increase medication safety.
Equal Opportunity EmployerSwisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.
Swisslog’s FMLA policy can be found at:
http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us@swisslog-healthcare.com .
