Parata Systems, LLC
  • FSE - South
  • Birmingham, AL, USA
  • $56,000+ (depending on experience)
  • Salary
  • Full Time

Comprehensive benefits package available after 30 days of employment.


CANDIDATES MUST BE ELIGIBLE TO WORK IN THE UNITED STATES ON A PERMANENT BASIS.

PRIOR HANDS-ON EXPERIENCE WITH ELECTRO-MECHANICAL TROUBLESHOOTING AND REPAIR IS REQUIRED.  KNOWLEDGE OF BASIC NETWORKING IS ESSENTIAL.  THIS IS NOT AN IT SUPPORT OR HELPDESK JOB.

POSITION SUMMARY:
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.

DUTIES AND 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.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

  • 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.


KNOWLEDGE, SKILLS AND ABILITIES:

  • 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 200, XP, Windows 7
    • 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

MENTAL/PHYSICAL REQUIREMENTS:

  • Extensive travel within and outside of district, often over several days
  • Occasional Heavy lifting up to 75 lb - 100 lbs
  • Entry-level position that may lead to increased job responsibilities
  • Valid U.S. driver license and good driving record required
  • Ability to multi-task
  • Highly motivated and self-directed
  • Works on problems of diverse scope
  • Exercises judgment within generally defined technical work practices, including the use of escalation and following directions and methods for obtaining solutions
  • Exhibit "Customer Success" behavior
  • Assignments are complex and require independent action and decision-making. Timely completion of field support administrative duties is required
  • Works remotely
  • Work is performed in a controlled office and manufacturing environment; noise within acceptable safety levels; work sometimes performed in cramped areas; cleaners and solvents used to clean machines; potential for electrical shock, cut/pinched fingers
  • Requires reading; math; weighing and/or measuring; conducting research; analyzing and drawing conclusions; developing and implementing plans, procedures, solutions; and coordinating others to accomplish results

OTHER REQUIREMENTS:

  • Employee must have clean driving record
  • Employee must have ability to pass a drug-screening after accepting an offer of employment

 

If you need an accommodation for the application process, please email jobs@parata.com .  Do NOT send resumes to this email address.  You must submit an online application to be considered for the position.

Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran's status.

Parata Systems, LLC
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