The system technician serves as project manager and liaison between company and customer, while providing maintenance and training for new customer employees and Innovation employees in advanced and/or complex environments where robotic automation exists. The position analyzes and resolves all events and issues during the service event process, and serves as an advocate for the customer to Innovation, and constantly searches for opportunities to improve the customer’s success, while simultaneously maintaining the financial objectives of Innovation. This position is available in the Denver or Aurora, Colorado area.
Monitors entire system operation, and responds as needed to ensure total customer satisfaction. Triages system problems/failures, and determines the timeliest resolution path to restore optimal performance. Coordinates with Innovation engineering areas (electrical, mechanical, software) and 3rd party vendors as needed to address system issues. Provides remote and after-hours support as required.
Performs repairs to systems as needed, and/or directs the efforts of customer staff, Innovation staff, and contractors to effect repairs when appropriate. Ensures all tools, meters, other required equipment, and spare parts are available and ready for such events. Coordinates all preventive maintenance activities with customer maintenance staff, and ensures all preventive maintenance requirements are completed as outlined in applicable schedules—whether performed by customer, 3rd party vendor, or Innovation.
Supports all dispenser and canister activities. Advises staff of new procedures for dispenser recovery, and tracks usage and failure trends. Relays dispenser-related issues and information to Innovation Counting Technology staff, or other engineering staff as requested. Ensures the timely tracking and shipment of faulty dispensers and canisters to Innovation for analysis/repair. Performs all firmware upgrades to dispensers and canisters when required.
Meets with customer regularly to discuss ongoing system performance. Apprises customer of recommended system enhancements/improvements. Plans proactively with customer to predict and respond to potential operational risks, including weather-related, planned maintenance, and other types of system outages. Advocates on customer’s behalf with Innovation to ensure clear understanding of customer issues.
Performs all software installations, upgrades, and patches for PharmASSIST products, as well as any 3rd party software as required. Ensures all customer-related protocols (if any) are followed in the performance of any software installations or changes. Performs any required configuration setups to ensure functionality of each type of workstation. Creates any backups required to ensure timely system restoration.
Knowledge, Skills, and Abilities:
- Advanced technician level knowledge of installing, troubleshooting, and repairing electro-mechanical 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.
- Ensures 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.
The system technician does not have any supervisory responsibilities.
Possession of a Bachelors Degree in a technical field and three to five 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.