The Field Service Representative (FSR) provides the front line interface of systems to the customer. The FSR, under minimal supervision, and with broad scope of responsibility, performs field service activities involving the installation, maintenance, repair and modification of systems at a customer facility. The FSR must have excellent, customer centered, communication skills.
Essential Functions: • Perform software and hardware preventive and corrective maintenance. • Perform software and hardware emergency break fix service calls. • Ensure that all devices sold are operating and functional whether they are serviced by the original manufacturer or by personnel. • Schedule 3rd party resources to assist complete preventive maintenance when applicable. • Monitor and support 3rd party resources to complete emergency break fix service calls when applicable. • Supports the facility IT group with any enhancements or upgrades that may impact the operation of the system by providing information and technical knowledge for a successful implementation. • Works with the facility to schedule appropriate downtime for preventive and corrective maintenance. • Provides a summary of work performed at the frequency and detail required by the facility to document the servicing of the system. • Facilitates company to company interactions and takes responsibility for relationship between client and the facility. • To the necessary extent permitted by Service agreements or warranty conditions, makes recommendations on improving reliability and or serviceability of the system; makes recommendations to the facility for on-site parts required; and makes recommendations for improving customer processes. • Responsible for timely and accurate completion of all paperwork and reports. This includes ticket updates and closures, expenses, timesheets and other administrative requirements. • Responsible for following up on open issues, tickets and escalations. • Each FSR will be assigned certain sites, which could include RIVA, OptiFill, Med Select or other products as needed. • Ability to travel regionally on short notice is required. • Occasional travel outside of region may be necessary. • A normal work week will be Monday to Friday, 40 hours per week. • On call availability after hours for break fix service calls may be necessary.
Preplanned service calls outside of normal business hours may be required to accommodate user schedules, ex: preventative maintenance may be conducted during the evening. • Performs other duties as required.
Competencies: • Experience maintaining and troubleshooting automated systems is a plus. • Experience maintaining and troubleshooting robotic systems is a plus. • Experience with mechanical and electrical systems troubleshooting is a plus. • Allen Bradley or Mitsubishi PLC or other machine control experience is a plus. • Experience working in a pharmaceutical manufacturing environment is a plus. • Experience working in a cleanroom environment is a plus. • Familiar with Windows Operating systems, associated application software and MS Office Suite. • Experience with computer networking.
Education and Experience: • Diploma or degree in a technical field including, but not limited to: mechanical, electrical, computer, biomedical. • 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: • Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing. • 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 lift and/or move up to 50 lbs. • Associate is frequently required to stand, walk (or otherwise be mobile). • Ability to deal with stressful situations as they arise.
Other Comments:
This job description is subject to change at any time.