Responsibilities
Make an impact
Please review the following important notes before applying to this posting. Applicants must:
- Reside in Moncton, New Brunswick, Canada.
- Be authorized to work in Canada for any employer.
- Strongly preferred: Be able and willing to travel to and from the United States for initial onboarding and as needed for ongoing training classes. The ideal candidate will already possess the necessary legal documentation to travel between the US and Canada.
Perform all Customer Support Duties and Responsibilities relating to Swisslog Healthcare's Pharmacy Automation systems including:
- Provide scheduled preventive maintenance services to contract customers in assigned area.
- Provide on-demand corrective, 24/7 emergency, and paid services to customers in assigned area as required.
- Provide start-up services on Translogic Systems as assigned.
- Assist with start-up services on new Swisslog products as required, working closely with the assigned Installation Specialists.
- Report product quality issues to assigned Senior Field Service Engineer and/or Customer Care Manager and file quality reports as directed/required.
- Train Swisslog customers on system and light maintenance operations.
- Promote parts orders, provide recommended parts lists to clients and recommend inventory stocking levels to customers as required.
- Conduct periodic customer care visits to monitor product performance and customer satisfaction.
- Maintain accountability/inventory of assigned spare parts (crash kit) and customers’ consignment inventories when inventories are contractually maintained by Swisslog Healthcare.
- Assist all customers within assigned area with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
- Advise Customer Care Manager of any problems or opportunities that arise within their area of responsibility.
- Ensure that required administrative paperwork, Service Work Orders, Expense Reports and Downtime Reports, and start-up logs are properly filled out and processed in a timely manner.
- Communicate and share information with sales personnel and support personnel as it relates to their assigned customer base.
- Exercise proper care and accountability of all assigned company property, be mindful in spending company’s money and resources responsibly, and exercise proper care and responsibility when working with customers’ property and/or facilities.
- Maintain a clean and professional appearance at all times when working with customers.
- Adhere to and strictly enforce all company safety policies and procedures.
- Attend required training programs to keep current on system updates.
- Position may require some travel as well as holiday and weekend work.
Application Requirements
What you need to succeed
- Vocational school, related military experience, or job experience equivalent.
- 1-3 years field service experience with electro-mechanical products.
- Successful candidates will have an effective communication style that builds customer's trust and satisfaction.
- Ability to read blue prints, schematics and wiring diagrams to extract necessary technical information.
- Exceptional interpersonal skills (customer service skills) and communication skills.
- PC Computer software and hardware literate/Windows Application experience.
- Basic computer networking skills.
- Must be a self-starter, well organized, and be able to work independently without supervision.
Desirable, but not Essential:
- Experience working in a mission-critical, on-call environment. Experience with 24/7 on-call availability is ideal.
- Associate's Degree from a Technical or Vocational School.
- Strongly preferred: ability to travel to the United States for initial onboarding and as needed for ongoing training classes.
Eligibility Requirements
- Ability and willingness to travel 30 to 70% of the time for technical support and training purposes.
- Ability and willingness to work on-call hours including weekend, night, and/or holiday work.
- Ability and willingness to lift, lower and carry objects up to 50 lbs., work from heights, climb ladders, and work in confined spaces.
- Must have a valid New Brunswick driver’s license and excellent driving record.
- Must reside in or near Moncton, New Brunswick, Canada.
- Must be authorized to work in Canada for any employer.
Compensation: Base salary range for this position is $60,000 - $70,000, plus overtime and on-call pay, plus vehicle allowance and fuel card. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%)
