Job Description
Job: Technical Service Representative
Department: Tech Services
Reports to: Plant Manager
FLSA: Exempt
Job Summary
Technical Service Representative will work with team to support customers in solving pharmacy operational problems, specifically long-term care related to the use of Rx Systems products and in testing new products. The qualified candidate will have technical instillation and operations experience. This position requires mechanical/electrical skills and limited IT-related skills.
ESSENTIAL DUTIES
- Excellent knowledge of product(s) supported and strong knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.
- Methodical documentation skills with the ability to assist in accurate, complete, and timely technical service reports and manuals for equipment.
- Assist Rx Systems R&D effort on testing and development of new technologies.
- Review procedures and processes in client facilities providing technical solutions to existing problems.
- This position provides technical support to customers via the phone, support case and internet.
- Accurately analyzes the customer’s product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user’s response to fully comprehend the need, product issue, and best avenue for resolving the problem.
- Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
- Troubleshoot and resolve equipment issues by utilizing drawings, computer programs and technical documentation.
- Conduct repairs and/or modifications using a variety of hand tools and test equipment.
- Monitors incoming cases and emails and resolves in accordance with Service Level Standard (SLS) guidelines.
- Uses available support tools to assist the customer and/or recreate the issue.
- Identifies and resolves application issues and any other questions that may arise.
- Participates in training programs to continuously improve product knowledge and service skills.
- Some travel is required, locally and out of state.
- This is an on-site position, and attendance is an essential function of the job.
- May perform other job duties as assigned
Candidate Requirements
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Education and Experience:
- Excellent process problem solving and troubleshooting skills, ability to resolve complex equipment issues.
- Possess and maintain a current state issued driver’s license
- Ability to work under minimal supervision and collaborate with members of the Tech Services team in a professional and positive manner.
- Able to provide outstanding customer service as set forth by corporate policies and standards.
- Computer proficiency with MS Office application experience, including Word, Excel and PowerPoint; detailed understanding and use of database technologies helpful
- Employees must be able to maintain and adhere to the customers’ on-site scheduling requirements
Language skills: Must be willing and able to communicate effectively.
Other: Must be able to use a calculator and understand concepts of basic math. Must be able to use a ruler. Must be familiar with the use of basic small tools. Basic concepts of navigating a computer is a must.
Required training documents: Safety training along with equipment operation documentation is required.
Physical demands
- Must be able to push, pull, kneel, reach, sit, hear, walk and see.
- Must be able to lift up to 60 lbs on a random basis.
WORK ENVIRONMENT
- Employees may feel vibration from machinery. Noise levels are required PPE levels on machinery, ear plugs or earmuffs required. No other negatives noted.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of employees so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.