Field Service Engineer, Supervisor

ARxIUM INC•, (Multiple States)

6d•Hybrid

About The Position

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.

Requirements

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.
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.
Proficient in Microsoft Office Suite, CRM software, Windows OS, and computer networking
Ability to manage multiple priorities in fast-paced, customer-facing environment

Nice To Haves

PLC programming (Allen Bradley/Mitsubishi) is preferred.
Knowledge of pharmaceutical/cleanroom environments preferred

Responsibilities

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.