Field Service Engineer, Supervisor

Remote
Full Time
Manager/Supervisor
Are you ready to be apart of changing the game for pharmacy automation with next generation solutions?  Come join us!

Who We Are:

ARxIUM is a leader in the development of advanced pharmacy technology and solutions. Here you have the opportunity to work with the best experts in the pharmacy health systems sector paving the way with innovative automation hardware and software technologies.

ARxIUM has been providing innovative solutions in the pharmacy automation space for over twenty years and currently serves customers in North America, Europe and Asia. We have offices in Winnipeg and the Chicago Area and work remotely in cities across North America and Europe.

ARxIUM is proud to offer the successful candidate
  • Competitive salary
  • Medical/RX/Dental/Vision benefits
  • Healthcare and dependent care FSAs
  • Company paid Life/ADD insurance
  • Company paid STD plans
  • Company paid EAP plan
  • Opportunity to participate in the company 401k plan with employer match
  • Flexible work schedule

Summary of Position:
The Supervisor, Field Service provides leadership and oversight for field service operations. Under the direction of the Director, Professional Services, the Supervisor manages a team of Field Service Engineers/Representatives (FSE/FSRs) and onsite service delivery to ensure optimal customer satisfaction, system reliability, and contractual compliance.

Essential Functions:
  • Supervise and manage a team of Field Service Engineers/Representatives including scheduling, performance evaluations, coaching, disciplinary actions, vacation approvals, timecard reviews, and expense management including travel approvals.
  • Responsible for the successful delivery of all on-site service and support by company Field Service associates including unscheduled service and preventative maintenance calls.
  • Ensure 100% completion of monthly PM obligations.
  • Reviews and monitors equipment reliability and maintenance metrics, develops and manages improvement plans as needed.
  • Develops technical training schedules and requirements with third party service providers and company Field Service associates to ensure adequate onsite service coverage for installed product base and a fixed right first time (FRFT) of 70% or greater.
  • Monitors and manages field service parts inventory levels to achieve an 80% or greater first pass fill rate.
  • Develops strategies to monitor and improve customer satisfaction.
  • Communicates with internal departments and management in order to ensure issue resolution.
  • Assists the Sales team with presale and post-sale activities related to service delivery.
  • Expected to travel up to 60%- 80% of the time, including overnight and short-notice travel by automobile and air to various customer sites.
  • Monitor open tickets/escalations and provide remote troubleshooting support to customers and Technical Support Center.
  • Maintain availability after hours to oversee and coordinate team response for critical break-fix service calls.
  • Provide Trend Analysis and other reporting.
  • Review, approve and schedule Field Engineering Changes Orders. Determine the affected areas, processes, documentation, training, and material.
  • Preplanned service calls outside of normal business hours may be required to accommodate user schedules, ex: preventative maintenance may be conducted during the evening.
  • Support the Technical Support Center with call intake, remote troubleshooting, and customer assistance via the company phone system.
  • Performs other duties as required.
Competencies:
  • Strong leadership, staff development, and team management skills
  • Excellent interpersonal, relationship-building, and communication skills (oral, written, presentations)
  • Strong analytical, organizational, and problem-solving skills with attention to detail
  • Proven experience managing field service operations, third-party vendors, and SLAs
  • Technical proficiency with automated/robotic systems, and electro-mechanical troubleshooting. PLC programming (Allen Bradley/Mitsubishi) is  preferred.
  • Knowledge of pharmaceutical/cleanroom environments preferred
  • Proficient in Microsoft Office Suite, CRM software, Windows OS, and computer networking
  • Ability to manage multiple priorities in fast-paced, customer-facing environment
Education and Experience:
  • Diploma or degree in a technical field including, but not limited to: mechanical, electrical, computer, biomedical or 7+ years of direct field service (or equivalent) experience troubleshooting and repairing computerized electro-mechanical systems.
  • 7+ years of experience working in a service capacity with direct customer interaction.
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
  • Will be required to lift and carry materials and equipment up to 45 lbs unassisted (heavier items with proper equipment and procedures).
  • Must be agile and physically capable of maneuvering under equipment and in confined spaces to perform diagnostics and make repairs.
  • Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
  • 50% or more time is spent looking directly at a computer.
  • Ability to deal with stressful situations as they arise.


                                               Please note that this position involves travel requirements
 
Take a look at your potential career with ARxIUM and apply today.   

WE would love to meet you! 
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