Field Service Engineer

Innovation Associates, Inc.

3d • Onsite

About The Position

As a Field Service Engineer at iA, you will play a key role in delivering exceptional customer satisfaction by acting as a primary liaison between iA and our customers. You’ll be responsible for installing, maintaining, and repairing the technological, mechanical, and electrical components of iA’s pharmacy automation fulfillment systems. This position requires frequent regional travel across, with more than 75% of your time spent onsite at customer facilities—primarily Monday through Friday.

Candidates located in or near Orlando, FL or Boston, MA are strongly preferred.

Requirements

• Able to travel regionally by air on a regular basis (75%+), including extended overnights, work outside normal business hours, and weekends as needed.
• Possess excellent customer service and interpersonal skills, with the ability to communicate effectively with all levels of management, employees, subcontractors, and customers.
• Have advanced technician-level knowledge of installing, troubleshooting, and repairing electromechanical systems.
• Bring general robotics experience—preferably with Fanuc—and an understanding of PLC ladder logic.
• Experienced with conveyor systems, pneumatic delivery systems, and large compressors, including both high- and low-voltage equipment.
• Proficient in the use of hand tools (including multimeters) and able to read wiring schematics.
• Experienced with Windows 10 upgrades, configuring servers and workstations, and basic SQL.
• Capable of performing physical requirements including reaching, sitting, pushing, pulling, lifting, grasping, and repetitive motions.
• Able to exert up to 50 pounds of force occasionally, up to 20 pounds of force frequently, and negligible force constantly to move objects.
• Willing to participate in on-call emergency coverage for three separate weeks per year from 5:00 p.m. to 8:00 a.m.
• Eligible to obtain military base access through a background check for work at government sites.
• Hold a valid driver’s license with an acceptable driving record.

Nice To Haves

• A bachelor’s degree in computer science or an engineering-related field.
• 3–5 years of experience in an information technology or mechanical/electrical engineering role.
• Field service experience that includes high-volume travel.

Responsibilities

• Provide exceptional customer service by listening carefully to customer concerns, analyzing issues, and resolving hardware and software problems to full customer satisfaction.
• Disassemble and reassemble machines using wiring diagrams, schematics, and tools such as hand tools, multimeters, and oscilloscopes to repair or replace worn or malfunctioning components. Equipment includes Fanuc CNC multi-axis robotic arms, conveyance systems, and pneumatic delivery systems.
• Perform system analysis of current workflows and proposed configurations to improve customer efficiency and system effectiveness, including recommending additions, removals, or modifications to existing equipment and peripherals.
• Install and troubleshoot OS upgrades, network servers and workstations, and make updates or changes to PLC code (Allen-Bradley and Omron).
• Provide training for new customers and iA employees, ensuring improvements in performance, quality, and overall customer satisfaction.
• Conduct periodic follow-up calls with customers using data-driven metrics and evaluate results.
• Develop recommendations to enhance or replace existing hardware or software based on customer feedback and operational experience.
• Collaborate with the iA Customer Success team to recommend improvements to customer service or workflow efficiency.
• Assist in testing and developing new software and hardware enhancements or replacements, using both quantitative and qualitative customer data.

Benefits

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees