Sr. Hardware Engineer

Sr. Hardware Engineers are highly skilled support engineers with extensive product knowledge and systems hardware and software support experience. They are senior level of support within the Field Service Team and are ultimately responsible for resolving the most complex customer product hardware issues. Sr. Hardware Engineers possess a broad background of technical expertise ranging from mechanical, electrical, pneumatic and networking. They utilize all of these skills to accurately pinpoint product level anomalies and offer a fast resolution to customer issues.

 

Sr. Hardware Engineers work closely with Field Service Management, Field Service Engineers, TAC and Professional Services in identifying and resolving hardware and system level anomalies. They also work with Engineering on, serviceability, reliability, training, documentation for existing products. They participate in specialized serviceability projects and are expected to become a national service expert on multiple Omnicell products with-in the associated product pillar.

 

Responsibilities:

 

• Service and support of automation / robotic equipment
• Provide Electronic and Electromechanical Technical support for Technical Account Center, Field Service personnel, and 3rd Party technicians 
• Troubleshoot complex mechanical and electrical failures 
• Interpret electrical schematics and mechanical drawings to troubleshoot issues
• Analyze error logs to diagnose equipment failures and provide corrective solutions
• Provide ongoing hardware training to Field Service personnel and 3rd Party technicians
• Train Field Service Engineers on troubleshooting, installation and preventative maintenance procedures
• Develop and maintain service documentation on Omnicell product lines
• Develop, maintain, validate Quality Management System documentation (Work instructions, Service Instructions, Testing methods, etc.).
• On site repair of automation equipment as required
• Perform onsite product upgrades and modifications as well as special assignments as needed
• Troubleshoot, verify and test automation equipment to validate possible defects
• Take field ownership of escalated calls from Field Service personnel and 3rd Party technicians to resolve complex customer technical problems in a timely and efficient manner both remotely and/or on-site.
• Research and evaluate support tools
• Provide product feedback to engineering and management
• Work with Development Engineering on new product development from a Serviceability perspective
• 25% Travel, including emergency product issues, Quality assurance and preventive maintenance visits
• On call rotation for specialist support 
• Adhere to all health and safety regulations
• Maintain fiscal responsibility for business expenses associated with company issued credit card or personal credit card
• Adhere to quality processes and procedures for medical devices
• Other tasks as assigned

 

Required Knowledge and Skills:

• Detailed knowledge of product diagnostic software, PC Windows, and Microsoft Office
• Strong planning, organizational and presentation skills 
• Must be a self-starter and have the ability to work independently with little direction
• Ability to travel and be on call 24 hours per day, 7 days a week
• Ability to identify and resolve most intermediate product and system technical issues on some Omnicell equipment
• Experience using a wide range of test equipment such as oscilloscope, Multi-meter, and specialized software testing tools
• Exhibits leadership ability, demonstrates strong customer interfacing abilities, technical writing skills, strong verbal and written communications skills
• Subject matter expert on most Omnicell equipment within product pillar

 

Note: The selected individual must have a valid driver license with an acceptable driving record, be able to meet company’s insurance coverage requirements and have their own vehicle in acceptable working condition.

 

Basic Qualifications: 

• High school diploma plus ten years of experience in hardware/software installation and troubleshooting environment 
• Or Associate Degree in computer hardware/software technology, engineering (electrical, mechanical, or Biomedical) plus eight years of experience in hardware installation, servicing and troubleshooting.
• Or Bachelor’s Degree plus five years of experience in hardware installation, servicing and troubleshooting.
• Four years in a technical support environment working on Omnicell equipment

 

Preferred Knowledge and Skills:

• Bachelor’s degree in Electrical, Mechanical or Biomedical Engineering  with seven years of experience