Technical Service Field Engineer

Omnicell Los Angeles , CA 90009

Posted 3 months ago

Technical Service (Field) Engineer

Omnicell Technical Service (Field) Engineers (TSE) provide troubleshooting, repair services and scheduled preventive maintenance for the Omnicell's pharmacy and supply automation solutions at customer sites within a designated geographic area. Omnicell TSEs are dispatched as needed by Omnicell's 24x7 Call Center. Although TSEs focus mainly on hardware repairs, the Omnicell solutions are a combination of hardware and software and TSEs work with both.

Responsibilities:

  • On site troubleshooting and repair of customer problems on Omnicell products

  • Meet company guidelines for response time and service levels

  • Differentiate between hardware and software product problems

  • Collect and report all customer and problem data in Omnicell database

  • Escalate product bugs, malfunctions, and design issues through support channels for resolution

  • Provide support coverage 24 hour/7day a week

  • Frequent local travel in primary area

  • Provide backup support in adjacent areas as needed

  • Participation in various staff meetings

  • Manage territory service quality and customer satisfaction; parts inventory and RMA process; and software updates

  • Participate in various field projects as necessary

  • Troubleshoot customer issues over phone and provide remote support

  • Provide home work space and space for trunk stock inventory

Knowledge and Skills:

  • Computer skills in the following areas: Database, Word Processing, Spreadsheets, & Graphics.

  • Computer systems skills: Windows 7 and 10

  • Basic electronics knowledge

  • Possess and excellence in speaking and writing English

  • Excellent interpersonal communication skills with the ability to work well with customers

  • Must have good organization skills

  • Must be able to lift 50 lbs. to approximate 5 ft. height

  • Ability to

  • multitask

  • evaluate multiple customer issues and set priorities

  • manage processes

Note: The selected individual must have a valid driver license with an acceptable driving record, be able to meet company's insurance coverage requirements and have their own vehicle in acceptable working condition.

Basic Qualifications

  • Associate degree/Technical Certification with demonstrated work experience troubleshooting and repairing electro-mechanical systems. (In lieu of Associates degree, a high school diploma/GED with at least 5 years of demonstrated work experience troubleshooting and repairing electromechanical systems is required)

Preferred Qualifications:

  • Bachelor degree in Electronics, Computer Science, or Engineering

  • Coursework in Network Engineering, Robotics or Electronics

  • Experience working in a hospital environment a plus

Work Conditions:

  • Field based position

  • 100% travel required

  • On call 24/7 days a week

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Technical Service Field Engineer

Omnicell