Job Description

At Swisslog Healthcare, Field Service Technicians are critical to our customer care and support initiatives. Our Field Service techs are on the front-line, interfacing with our customers on a daily basis, keeping their systems up and running, ensuring optimal system performance, and improving patient safety, which in turn allows doctors and nurses to focus on critical patient care in hospitals across North America.

Field Service Engineers perform all Customer Support duties and responsibilities relating to Swisslog products, including preventive maintenance, corrective maintenance, warranty service, emergency service, on-call service, start-up of current systems, operator maintenance and user training, and promotion of company products and services as required.

This individual will be based in New York City, NY, and will support several customer sites within NYC as well as in the surrounding tri-state area. This position supports our Pharmacy Automation (medication management) solutions.

Make an impact

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 the appropriate manager/supervisor, 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.

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.

Eligibility Requirements:

• Ability and willingness to travel 30 to 60% 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 driver’s license and excellent driving record.
• Must reside in the New York City metropolitan area.
• Must be authorized to work in the United States for any employer. Unfortunately, Swisslog Healthcare is unable to provide visa sponsorship for this position, either now or in the future. If you will require sponsorship to work in the US, please do not apply for this position.

Compensation: Base salary range for this position is $62,000 - $70,000, plus overtime and on-call pay, plus vehicle benefit 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%).

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Swisslog’s FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us@swisslog-healthcare.com.