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Job Title: Field Service Technician , Product Support and Repair (Virginia)
CareFusion Business Description
Our Pyxis® automated dispensing solutions have effectively changed the way medications are delivered to patients and supplies are obtained and distributed across care units.
Helps to increase medication safety
Reduces the risk of medication errors
Facilitates regulatory compliance
Enhances security and the quality of care
The Field Service Technician will provide remote and on-site reactive service for CareFusion Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. They service primarily hardware and software system components. Additionally, the Field Service Technician will participate in the installation and upgrades of these systems and secondarily execute a preventative maintenance program. They will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues of all applicable Pyxis systems.
Home-based position with daily travel to customer sites in the territory; minimal overnight travel.
Company vehicle provided
The ideal candidate will live near Richmond, VA
This position is accountable for:
Provides technical support to external customers to resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region
Responds to, evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies
Identifies the priority status of a service based on customer feedback and the nature of the problem
Performs reactive/proactive Preventive Maintenance as assigned
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management
Responsible for the overall ownership of the service order, or will ensure proper escalation processes are followed
Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem
Logs and tracks all service order activity in CRM, maintains history records and related problem documentation
Consults with advanced team members and their liaisons to understand software and hardware errors
Notifies appropriate internal personnel of issues at a particular account
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required
Manages parts per the parts management policy and procedures
Must be flexible with shift coverage in a 24x7 environment
Job Family Summary
Product Support/Repair-Field and Depot is responsible for troubleshooting technical problems, diagnosing, analyzing and/or repairing products.
What is expected of you for success in your role
Demonstrates specialized knowledge of systems and products and how they are used in customers' businesses
Diagnoses and corrects advanced system issues
Coordinates problem resolution and escalation process
Documents system and device resolution techniques for the benefit of the team
Associates degree in Technology or Healthcare related field preferred.
Prior 24x7 experience required
Strong customer service skills required.
Field customer service experience.
Driving requirements dictate that the candidate posses and maintain a valid driver license and be at least 21 years old.
Minimum 2 years PC experience; networking experience required
A certification preferred
Experience supporting automation equipment in a healthcare setting a plus.
Excellent verbal and written customer service, telephone, troubleshooting and communication skills.
Must be flexible for 24x7 on call rotation.
Must be able to lift a minimum of 40 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending and lifting.
Must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis.
CareFusion Corporation - 15 months ago