Field Service Technician

Partners Pharmacy; Carlsbad (NM); On-site; USD 34,000 - 48,000; Full time

Job summary

Partners Pharmacy in Eddy County, Carlsbad, NM is hiring a Field Service Technician. The role involves providing field service support, installations, and preventive maintenance of Passport systems across assigned regions.

The technician will troubleshoot escalated issues, collaborate with engineering, and educate customers on machine operation. Hours are 6am-6pm, Monday to Friday, with weekends standby pay and local travel expectations.

Qualifications

• Associate's degree or equivalent required.
• 2+ years related experience and/or training; field service experience preferred.
• Previous medical equipment or automation experience desired.
• Superior customer service skills.
• Basic IT knowledge; MS Office (Word, Excel, Outlook).
• 24/7 on-call availability; willing to travel locally as necessary.
• Excellent electro-mechanical skills.

Responsibilities

• Provide field service support and maintenance for pharmacy equipment and systems.
• Installations at customer sites and pre-install surveys.
• Perform scheduled and unscheduled preventive maintenance.
• Troubleshoot and diagnose escalated issues; repair and maintain Passport systems.
• Coordinate with engineering and management to resolve problems.
• Educate customers on basic operation of their machine.
• Document service activity in the service ticket system (Dispatch Direct).
• Ensure compliance with company policies and procedures.
• Support region coverage including travel to other regions as needed.

Skills

Customer service

Electro-mechanical

IT knowledge

Teamwork

On-call ability

Multi-project management

Education

Associate's degree or equivalent

Tools

MS Office

Job description

Great new Career Opportunity in Long-Term Care Pharmacy!

Now Hiring – Field Service Technician– [ Eddy County, Carlsbad New Mexico]

Hours: 6am - 6pm (Monday - Friday) weekends including standby pay/mileage

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

Education

• Associate's degree (A. A.) or equivalent from two-year college or technical school (or military training) required

Professional Requirements

2+ years related experience and/or training; prior Field Service technical experience preferred

• Previous medical equipment or automation experience desired

• 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

#OTHERPP