About the role
Job Description
BD Parata is currently seeking a Field Support Engineer in the Chicago, IL. Regional area. The Field Support Engineer will provide in depth technical and customer support of BD Parata’s suite of pharmacy automation products. In this role you will travel regionally to provide industry leading support and service to Pharmacies in multiple types of environments.Please visit the link below for more information regarding BD Parata Pharmacy Automation products.
https://parata.com/Key Responsibilities:
- Deliver exceptional customer service and problem resolution at client sites, while cultivating positive customer relations through professional handling of complaints and inquiries in a collaborative and supportive manner.
- Provide expert instruction to customers on BD Parata's pharmacy automation products, including operation procedures and daily maintenance requirements, while responding to service requests within established SLA timeframes.
- Collaborate effectively with regional and national service team members to identify and resolve complex technical issues, occasionally assisting the Product Implementation Team with new automation installations.
- Document detailed descriptions of issues and resolution actions in Salesforce Field Service Lightning, ensuring comprehensive record-keeping and knowledge sharing across the organization.
- Demonstrate flexibility with periodic travel requirements outside the local region (including overnight stays), and availability for weekend, holiday, and occasional overtime coverage as needed to support customer needs.
Minimum Requirements:
- High School diploma
- 3-5 years of experience in a field service role
Preferred Requirements:
- Demonstrate proficient knowledge of multiple Microsoft Operating Systems including Windows 2000, XP, Windows 7, Windows 10, and Windows 11, along with Microsoft Office applications to effectively support and troubleshoot software-related issues.
- Possess extensive knowledge of basic computer networking, including the ability to use Windows tools to identify network/PC information, set up and configure routers and switches, and locate/edit configuration and XML files within file structures.
- Understand ghosting and re-imaging processes to efficiently deploy, restore, and maintain computer systems across the organization.
- Demonstrate strong mechanical aptitude with the ability to use standard hand tools for in-depth disassembly and reassembly of complex subsystems, ensuring proper hardware maintenance and repair.
- Maintain proficiency with digital multi-meters and voltage/amperage testers to accurately diagnose and troubleshoot hardware-related issues and electrical components.
Work Environment and Physical Demands:
- This position involves working in both outside and inside environmental conditions typical of pharmacy locations during service or maintenance, requiring adaptability to various workplace settings.
- The role requires significant physical activity including long-term standing, frequent walking, carrying/lifting/pushing/pulling up to 50 pounds frequently and up to 100 pounds occasionally, with the ability to stand for 10-12 hour shifts on occasion.
- Work involves extensive finger dexterity for picking, pinching, typing and grasping, often with repetitive motion, as well as comprehensive physical abilities including seeing, smelling, hearing, talking, climbing, balancing, stooping, kneeling, twisting, crouching, crawling, reaching, grasping, sitting, standing, and walking.
- The position requires maneuvering through pharmacy locations with awareness of common workplace hazards, demonstrating spatial awareness and safety consciousness in a retail pharmacy environment.
- Daily car travel averaging approximately four hours per day is required, with occasional shorter or longer drive times expected, and the possibility of occasional air travel, necessitating comfort with regular transportation demands.