Field Service Engineer

The Role:

As a Field Service Engineer at iA, you will play a crucial role in enhancing customer satisfaction by serving as a liaison between our company and clients. You will be responsible for designing, installing, and repairing automation equipment related to the technological, mechanical, and electrical components of iA's pharmacy automation fulfillment systems. This position involves regional travel across the United States, with over 75% of your time spent onsite at customer facilities, primarily from Monday to Friday.

What you’ll do:

• Provide excellent customer service, listening carefully to customer concerns to analyze and solve hardware and software issues until the customer is satisfied
• Interact with customers 
• Disassemble and reassemble machines by reading wiring diagrams and schematics and utilizing hand tools, multimeter, oscilloscope, etc. to repair or replace worn or malfunctioning parts and components. Equipment you will work on includes, Fanuc CNC multi-axis robotic arms, conveyance systems and pneumatic delivery systems
• Perform system analysis of current workflow and proposed setup to improve customer efficiency and system effectiveness, including proposals to add, remove or modify existing configurations and supporting peripherals
• Installing and troubleshooting OS upgrades, networking servers and workstations and making updates or changes to PLC code (Allen Bradley and Omron)
• Provides training for new customers and iA employees while ensuring performance improvements, quality, and total customer satisfaction
• Performs periodic follow-up calls to customers using data driven metrics and evaluates results
• Develops recommendations to enhance or replace existing hardware and/or software based on customer experience
• Make recommendations to iA Customer Success team to improve customer service or workflow efficiency
• Assist in the testing and development of new software and hardware to enhance or replace existing software and hardware based on quantitative and qualitative customer data

 Who you are:

• Ability to travel  by air regionally on a regular basis (75%+) including extended overnights, before/after normal work hours, and weekends, as needed.
• Excellent customer service and interpersonal skills with the ability to communicate effectively with all levels of management, employees, subcontractors and customers
• Advanced technician level knowledge of installing, troubleshooting and repairing electromechanically systems
• General robotics experience, preferably Fanuc, along with PLC ladder logic understanding
• Experience working with conveyor systems, pneumatic delivery systems, and large compressors with high and low voltage.
• Ability to communicate effectively with all levels of management, employees, subcontractors and customers
• Proficient experience utilizing hand tools, including a multimeter, with the ability to read wiring schematics
• Preferred experience with Windows 10 upgrades, configuring servers and workstations, along with basic SQL knowledge
• Ability to reach, sit, push, pull, lift, use fingers, grasp, communicate bi-directionally, and perform repetitive motions
• Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects
• Ability to be on-call for emergencies for two sperate weeks out of the year from 5:00 pm - 8:00 am
• The selected individual(s) must have a valid driver's license with an acceptable driving record

It would be great if you also have:

• Bachelor’s degree in computer science or engineering field
• 3-5 years’ experience in an information technology or mechanical/electrical engineering role
• Field Service experience with high-volume travel

What are the perks?

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

Compensation:

The estimated base annual salary range for this position is $80,908.00 to $100,908.00, though a candidate's base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

More about iA:

iA® (Innovation Associates®) is a pharmacy fulfillment company that