Product Specialist, Pharmacy Automation - Overnight Resident Tech - New York City, NY

KUKA•Denver, CO

8d•Onsite

About The Position

The primary responsibility of the Resident Product Specialist is the delivery of training and guidance to Swisslog Healthcare's hospital pharmacy customers in support of our Pharmacy Automation Systems (Medication Management Solutions). Proper training for end users at the customer site is essential to the adoption and success of our pharmacy automation solutions. The Product Specialist represents Swisslog Healthcare to our customers and must demonstrate exceptional customer service and interpersonal skills. The Resident Product Specialist will reside in the New York City metropolitan area and will provide full-time, on-site support to a designated customer location in Manhattan. In addition to providing training and oversight for the hospital pharmacy staff, this individual will also act as a liaison, helping the pharmacy staff to connect with our internal field service and technical support teams as needed for troubleshooting, repair, and maintenance. This individual will serve as a Resident Technician for a local hospital in New York City. This is an on-site, overnight role providing 40 hours of coverage per week. The standard schedule is Monday through Friday, 8:00 p.m. to 4:00 a.m. Candidates must be available for occasional rotating weekend coverage, which will be communicated and scheduled in advance. This position is eligible for applicable second- and third-shift differential pay. Overtime is authorized with supervisor approval.

Requirements

Associate's Degree from a Technical or Vocational School.
Pharmacy Technician, State Licensed or licensed by PTCB (Pharmacy Technician Certification Board) preferred, or equivalent experience
3+ years experience working in a pharmacy, and prior experience using pharmacy automation equipment
Effective communication style that builds customer's trust and satisfaction.
PC Computer software and hardware literate/Windows Application experience.
Must be a self-starter, well organized, and be able to work independently without supervision.

Nice To Haves

Experience working in a mission-critical, on-call environment is desirable.

Responsibilities

Verify that the three core processes (Packaging, Dispensing, and Returns) are operational. If a temporary reconfiguration is required due to ongoing troubleshooting: Provide a brief impact statement (what changes are required, anticipated impact on throughput/SLA, expected duration). Coordinate and assist with the reconfiguration steps as instructed by the responsible engineer; but will not execute technical repair tasks. Communicate changes to the shift, update the ops board/log, and schedule a time to revert.
Check sources: Local ops log, customer service portal/ticket queue (Salesforce), and any active workaround notices. For each open item: Confirm owner, ETA/next action, and whether a mitigation is in place (e.g., reroute, manual label process). Update visibility: Summarize current operating conditions and open risks with pharmacy supervisor / shift manager; flag items that could affect cartfill or service windows.
Scan alarm/event logs for each system; classify items as Informational / Warning / Critical. Validate closure: For any non-informational alarm, confirm the resolution step is documented (e.g., cleared by operator workflow) and no recurrence is present at check time. Escalate as needed: Immediate escalation to Field Service or Customer Service if a critical alarm is active or is recurring, and whether it requires consistent pharmacy staff interaction to clear. Standard escalation for persistent warnings that jeopardize production timing or quality. Record evidence: Note screenshot/ID, time observed, and the person/team engaged.
Oversight of all Swisslog Healthcare systems, including monitoring, troubleshooting, and coordination with Customer Care for escalations.
Provide training and education for pharmacy and hospital staff on equipment use, updates, and best practices, as directed by hospital management, within the allocated onsite hours.
Guidance on daily maintenance and operational workflows to ensure reliability.
Anomaly reporting and communication of next steps for resolution.
Performance reporting, including activity summaries and system performance insights, to be provided on a regular basis.
Coordination with Swisslog Healthcare teams for updates, enhancements, and issue resolution.