Summary of Position: The Field Service Representative (FSR) provides the front line interface of ARxIUM systems to the customer. The FSR, under minimal supervision, and with broad scope of responsibility, performs field service activities involving the installation, maintenance, repair and modification of ARxIUM systems at a customer facility. The FSR must have excellent, customer centered, communication skills.
Perform all software and hardware preventive and corrective maintenance.
Ensure that all devices sold by ARxIUM are operating and functional whether they are serviced by the original manufacturer or by ARxIUM personnel.
Schedule 3rd party resources to assist complete preventive maintenance.
Monitor and support 3rd party resources to complete emergency break fix service calls.
24/7 on call responsibilities
Supports the facility IT group with any enhancements or upgrades that may impact the operation of the ARxIUM system by providing information and technical knowledge for a successful implementation.
Works with the facility to schedule appropriate downtime for preventive and corrective maintenance.
Provides a summary of work performed at the frequency and detail required by the facility to document the servicing of the system.
Facilitates company to company interactions and takes responsibility for relationship between ARxIUM and the facility.
To the necessary extent permitted by Service agreements or warranty conditions, makes recommendations on improving reliability and or serviceability of the system; makes recommendations to the facility for on- site parts required; and makes recommendations for improving customer processes.
Responsible for timely and accurate completion of all paperwork and reports. This includes ticket updates and closures, expenses, timesheets and other administrative requirements.
Responsible for following up on open issues, tickets and escalations.
Each FSR will be assigned certain sites, which could include RIVA and OptiFill units.
Ability to travel on short notice is required.
A normal work week will be Monday to Friday, 40 hours per week
Preplanned service calls outside of normal business hours may be required to accommodate user schedules, ex: preventative maintenance may be conducted during the evening.
Performs other duties as required.
Must have strong mechanical troubleshooting and repair experience
Must have strong electrical troubleshooting and repair experience
Knowledge and experience with automated systems (robotic)
Strong customer service skills
Must be self-starter and able to work alone with minimal supervision
Familiar with Windows Operating systems and associated application software
Database understanding is a plus
Cleanroom environment experience is a plus
Hospital Pharmacy operations experience is a plus
Education and Experience:
Diploma or degree in a technical field including, but not limited to: mechanical, electrical, computer, biomedical.
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.
Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
50% or more time is spent looking directly at a computer.
Ability to lift and/or move up to 50 lbs.
Associate is frequently required to stand, walk (or otherwise be mobile).
Ability to deal with stressful situations as they arise.
ARxIUM offers a competitive salary and benefits package including a company match 401K and opportunity for personal and professional growth. In addition, you will be eligible to participate in the ARxIUM Employee Profit Sharing Bonus Plan, intended to give employees the opportunity to increase their earnings by contributing to the profitability of ARxIUM.
Please note that candidates need to be eligible to work in the U.S. now and in the future without ARxIUM sponsorship for an employment-based visa.
ARxIUM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.
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DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.