The company provides top of the line, full and partial automation solutions for both direct mail and retail pharmacies. The OptiFill and RIVA service groups provide support and expertise to the customers on company equipment and product lines. Field Service Representative(s) will be primarily responsible for providing Level 2 technical support to customers and third-party Level 1 support vendors, along with managing and maintaining the relationship with the customers on behalf of the company.

• Focus on customer needs and satisfaction by troubleshooting, installation, validation, maintenance and service repair needs on pharmacy automated equipment.
• Perform 2nd Level hardware preventive and corrective maintenance, as well as some software maintenance.
• Schedule 1st Level (3rd party) resources, including preventative maintenance and service calls.
• Monitor and support 1st Level (3rd party) resources to complete emergency break fix service calls.
• Support the facility group with any enhancements or upgrades that may impact the operation of the company system by providing information and technical knowledge for a successful implementation.
• Work with the facility (customer) to schedule appropriate downtime for preventive and corrective maintenance.
• Provide a summary of work performed at the frequency and detail required by the facility to document the servicing of the system.
• Preplanned service calls outside of normal business hours may be required to accommodate user schedules, ex: preventative maintenance may be conducted during the evening. In order to be successful in this role, you should have at least 5 years’ experience in the troubleshooting, maintenance and repair of Electronic / Electrical and computerized electro-mechanical systems such as robotics, conveyors, sensors and PLCs (specifically RS Logic).

Must-Have Skills, and Experience:

• A good mechanical aptitude is desired, as is some level of expertise with computers (software, remote diagnostics, windows-based networking etc).
• Must be service-minded and customer-focused.