Field Service Representative

IQVIA•New York, NY

6d•$30

About The Position

Our MedTech Field Service Representatives experiences a unique opportunity to respond to, evaluate and prioritize assigned service orders, for assistance with remediation needs are required by the client; including hardware, software, networking, customer service and other computer related technologies. The project team partners with the customer project team to deliver the goal of an on-time successful system implementation on site. What you will be doing in the role: Responds to, evaluates and prioritizes assigned service orders, for assistance with remediation needs are required by the client; including hardware, software, networking, customer service and other technologies. Performs remediation on medication dispensing hospital units within a hospital setting. Provides quality technical customer service in a professional, responsive, empathetic, reliable, patient, resourceful and assured manner Effectively documenting all steps taken to service the request in the appropriate tracking system Handles problem recognition and escalating and/or collaborating to solve, more complex issues to advanced team members or department management. Maintains personal parts inventory and actively resources needed parts from approved sources Obtains and maintains proper vendor credentialing to service all customers in their respective coverage area If supporting an area outside of their normal region, efforts will be made in advance to secure proper vendor credentialing Sets scheduled availability within BD systems so that notification of new work can be received. Works with Novasyte to make BD aware of time off requests for gap coverage and planning Follow calibration protocol for all tools used to service BD equipment in a timely manner to maintain compliance through customer servicing

Requirements

HS Diploma minimum is required or higher degree is preferred.
Must have intermediate troubleshooting abilities in the disciplines of electronics, mechanics, and electromechanical systems.
Experience as a military technician, computer technician or other complex electronics technician preferred.
Experience supporting automation equipment in a healthcare setting is a plus.
Experience in healthcare, field service, engineering, biomedical, maintenance, customer service, pharmacy technician, electronics, electrical, technical work, or IT is beneficial for this position.
Strong communication skills and ability to provide exceptional customer support.
This position requires a considerable amount of pushing, pulling, stooping, bending, and lifting to 70 LBS
Ability to clear hospital vendor credentialing requirements, including proof of vaccination status, required
Travel local and national is required to support customer needs.
Respond to and arrive at customer sites within the service ticket’s Service Level Agreement
Must have an active driver license and a personal vehicle to use for job related assignments
Travel, and your time traveling is paid, as is mileage.
A required function of this job requires individuals to enter various healthcare facilities. Thus, upon selection, individuals must complete healthcare facility credentialing process. To obtain credentials, individuals must meet the immunization requirements specified by the facility. Individuals are typically required to have completed/up to date: Measles, Mumps & Rubella vaccine, Varicella (chicken pox) vaccine, Negative Tuberculosis (TB) Test, Tetanus, Diphtheria & Pertussis (Tdap) vaccine, Hepatitis B vaccine, Influenza vaccine (seasonal), and COVID-19 vaccine primary series (heavily enforced by most facilities, some require booster(s)).

Nice To Haves

Biomed/Printer Technician or any similar role where heavy lifting and consistent pushing/pulling/stooping/bending required
Retail or Hospital Pharmacy experience preferred
Prefer two or more years in the healthcare environment with technical (systems) involvement
Ability to work independently in customer settings with minimal supervision.

Responsibilities

Responds to, evaluates and prioritizes assigned service orders, for assistance with remediation needs are required by the client; including hardware, software, networking, customer service and other technologies.
Performs remediation on medication dispensing hospital units within a hospital setting.
Provides quality technical customer service in a professional, responsive, empathetic, reliable, patient, resourceful and assured manner
Effectively documenting all steps taken to service the request in the appropriate tracking system
Handles problem recognition and escalating and/or collaborating to solve, more complex issues to advanced team members or department management.
Maintains personal parts inventory and actively resources needed parts from approved sources
Obtains and maintains proper vendor credentialing to service all customers in their respective coverage area
If supporting an area outside of their normal region, efforts will be made in advance to secure proper vendor credentialing
Sets scheduled availability within BD systems so that notification of new work can be received.
Works with Novasyte to make BD aware of time off requests for gap coverage and planning
Follow calibration protocol for all tools used to service BD equipment in a timely manner to maintain compliance through customer servicing