Field Service Technician

Partners Pharmacy; North Reading (MA); Remote; USD 52,000 - 76,000; Full time

Job summary

Partners Pharmacy in MA is seeking a Field Service Technician to support Passport systems at customer sites across the surrounding area. This remote/field role involves travel, on-site installations, preventive maintenance, and diagnostics with minimal supervision.

You will troubleshoot complex issues, educate customers, and coordinate with engineering to resolve problems while maintaining a strong focus on service quality and safety.

Qualifications

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

Responsibilities

• Provide field service support and maintenance of Passport systems.
• Installations at customer sites and pre-installation surveys.
• Troubleshoot advanced issues and diagnose equipment failures.
• Coordinate with engineering and management to resolve escalated problems.
• Educate customers on basic operation of their machine.
• Maintain service tickets and adhere to Field Service policies.

Skills

Customer service

Electro-mechanical skills

IT knowledge

Teamwork and independence

On-call readiness

Travel readiness

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

Great new Career Opportunity in Long-Term Care Pharmacy!

Now Hiring – Field Service Technician– (Remote/Field work)

Travel Locations: MA Surrounding Areas

Hours: 6:00pm - 6:00am (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