Field Service Engineer - Resident Tech - Northern Virginia (NOVA)

$52,000 - $70,000/Yr

Swisslog Healthcare - Chicago, IL

Full-time - Entry Level

Chicago, IL

1,001-5,000 employees

Miscellaneous Manufacturing

About the position

Swisslog Healthcare Field Service Engineers are critical to our customer care and support initiatives. Our technicians are on the front-line, interfacing with our hospital customers on a daily basis, keeping their systems up and running, ensuring optimal system performance, and improving patient safety, which in turn allows doctors and nurses to focus on critical patient care in hospitals across North America. This position, located in Northern Virginia, will focus on our Transport Automation (pneumatic tubing system) solutions. Field Service Engineers perform all Customer Support duties and responsibilities relating to Swisslog Healthcare products, including preventive maintenance, corrective maintenance, warranty service, emergency service, on-call service, start-up of current systems, operator maintenance and user training, and promotion of company products and services as required. In this role, you will provide scheduled preventive maintenance services to contract customers in your assigned area, as well as on-demand corrective, 24/7 emergency, and paid services. You will assist with start-up services on new Swisslog Healthcare products, working closely with assigned Installation Specialists. Additionally, you will be responsible for reporting product quality issues, training customers on system operations, promoting parts orders, and conducting periodic customer care visits to monitor product performance and customer satisfaction. You will also maintain accountability for assigned spare parts and assist customers with parts orders and requests for information pertaining to their systems. This position requires effective communication and collaboration with sales and support personnel, as well as adherence to company safety policies and procedures. You will be expected to maintain a clean and professional appearance while working with customers and attend required training programs to stay current on system updates. The role may require some travel, as well as holiday and weekend work, depending on customer needs.

Responsibilities

• Provide scheduled preventive maintenance services to contract customers in assigned area.
• Provide on-demand corrective, 24/7 emergency, and paid services to customers in assigned area as required.
• Provide start-up services on Translogic Systems as assigned.
• Assist with start-up services on new Swisslog Healthcare products as required, working closely with the assigned Installation Specialists.
• Report product quality issues to assigned Senior Field Service Engineer and/or Customer Care Manager and file quality reports as directed/required.
• Train Swisslog customers on system and light maintenance operations.
• Promote parts orders, provide recommended parts lists to clients and recommend inventory stocking levels to customers as required.
• Conduct periodic customer care visits to monitor product performance and customer satisfaction.
• Maintain accountability/inventory of assigned spare parts (crash kit) and customers' consignment inventories when inventories are contractually maintained by Swisslog.
• Assist all customers within assigned area with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
• Advise Customer Care Manager of any problems or opportunities that arise within their area of responsibility.
• Ensure that required administrative paperwork, Service Work Orders, Expense Reports and Downtime Reports, and start-up logs are properly filled out and processed in a timely manner.
• Communicate and share information with sales personnel and support personnel as it relates to their assigned customer base.
• Exercise proper care and accountability of all assigned company property, be mindful in spending company's money and resources responsibly, and exercise proper care and responsibility when working with customers' property and/or facilities.
• Maintain a clean and professional appearance at all times when working with customers.
• Adhere to and strictly enforce all company safety policies and procedures.
• Attend required training programs to keep current on system updates.

Requirements

• Vocational school, related military experience, or job experience equivalent.
• 1-3 years field service experience with electro-mechanical products.
• Effective communication style that builds customer's trust and satisfaction.
• Ability to read blue prints, schematics and wiring diagrams to extract necessary technical information.
• Exceptional interpersonal skills (customer service skills) and communication skills (both written and verbal).
• PC Computer software and hardware literate/Windows Application experience.
• Basic computer networking skills.
• Self-starter, well organized, and able to work independently without supervision.

Nice-to-haves

• Experience working in a mission-critical, on-call environment is strongly preferred.
• Associate's Degree from a Technical or Vocational School preferred.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Tuition reimbursement
• Disability insurance
• 401k matching (up to 8%)
• Flexible working options
• Professional development opportunities