The field services engineer serves as project manager and liaison between company and customer, while providing installation and training for new customers and Innovation employees in advanced and/or complex environments where robotic automation exists; analyzing and resolving all events and issues during the installation and service call processes.

  • Provides training for new customers and Innovation employees while ensuring performance improvements, quality, and total customer satisfaction. Performs periodic follow-up calls to customers utilizing the CATS process and evaluates results.
  • Consults with customer and Innovation management for final approval of proposed modifications and documentation.
  • Performs system analysis of current workflow and proposed setup to improve customer efficiency and system effectiveness, including proposals to add, remove, or modify existing configurations and supporting peripherals.
  • Assists Engineering in the testing of new software and hardware, and develops recommendations to enhance or replace existing hardware and/or software based on customer experience.
  • Submits written and accurate reports in a timely manner.
  • Drives continuous improvement for all Customer Service implementation and activities while upholding the highest standards of quality and professionalism.

Knowledge, Skills, and Abilities:

  • Advanced technician-level knowledge of installing, troubleshooting, and repairing electromechanical systems.
  • Ability to communicate effectively with all levels of management, employees, subcontractors and customers.
  • Ability to focus on the details of the work requirement to fulfill the requested work in a timely and efficient manner.
  • Ability to work within time and budget constraints.
  • All installations and repairs meet specifications and quality standards. Overall satisfaction of customers.
  • Ensure that all related work is performed properly, efficiently, and in a cost-effective manner.
  • Ability to analyze and solve problems.
  • Ability to gather data, create, compose, and edit written materials and reports.
  • Excellent attention to detail.
  • Strong communication and interpersonal skills.

Supervisory Responsibilities:

The Field Service Engineer does not have any supervisory responsibilities.

Qualification Standards:

  • Requires a bachelor’s degree in a technical field.
  • Requires 3-5 years of experience directly working with customers in a technically challenging environment. Equivalent combinations of education and experience will be considered.
  • Ability to travel on a regular basis including extended overnights, before/after normal work hours, and weekends.

Equipment, Machines and Software Used:

  • Basic Equipment and Machinery: Ability to utilize a computer, printer, copier, facsimile machine, telephone, and calculator. Knowledge of hand and power tool operation.
  • Computer Software: Ability to utilize word processing and spreadsheet software, presentation software, Windows NT/2000/XP/Vista operating systems and utilities, and the PharmASSIST suite of software tools.
  • Hardware: Understand COTs, custom and propriety hardware.

Mental and Visual Requirements:

  • Close mental and visual attention required for controlling machines or processes at a rapid pace requiring close coordination and fine adjustment.
  • Planning or directing fairly complex work methods or operations that obtain size, shape, or physical qualities of product.
  • High mental and visual attention required for planning difficult work methods and sequences to obtain size, shape, or physical qualities of product.
  • Extremely close visual attention such as making delicate adjustments to control high speed operations to exercise very precise muscular control.

Physical Activities and Requirements:

  • For extended periods, the ability to reach, sit, push, pull, bend, squat, work overhead or on knees, use fingers, talk, hear, and perform repetitive motions.
  • Ability to exert up to 50 pounds of force occasionally and/or a 20 pounds frequently or constantly to lift, carry, push, pull or otherwise move objects.

Environmental Conditions:

  • Includes a variety of physical conditions, such as proximity to moving mechanical parts and electrical current.
  • Regularly works in a pharmacological setting and must take routine precautions to avoid exposure to drug residues through fumes and/or skin contact.

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