Field Service Engineer II
Link to apply:
Field Service Engineer II – Cleveland, OH
Omnicell Field Service Engineers (FSEs) provide troubleshooting, repair services and scheduled preventive maintenance for the Omnicell’s pharmacy and supply automation solutions at customer sites within a designated geographic area. Omnicell FSEs are dispatched as needed by Omnicell’s 24×7 Technical Assistance Center. Although FSEs focus mainly on hardware repairs, the Omnicell solutions are a combination of hardware and software and FSEs work with both
§ Independently performs moderate level, onsite troubleshooting, preventive maintenance, and emergency maintenance of Omnicell’s electro-mechanical and automation solutions.
§ Regularly communicate with director level nursing and pharmacy staff.
§ Work on problems of advanced scope where analysis of situations or data requires a review of identifiable factors.
§ Addresses complex issues that occur during service events with some support.
§ Provide feedback to hardware specialist team.
§ Participate in cross functional initiatives as the Field Service representative.
§ Participate in various field projects as necessary
§ Provides coaching and mentoring as needed.
§ Fully document all service events according to Omnicell’s policies and procedures.
§ Meet company guidelines for response time and service levels
§ Escalate product bugs, malfunctions, and design issues through support channels.
§ Participate in various staff meetings
§ Maintain service quality and customer satisfaction
§ Manage parts inventory and return materials process
Required Knowledge and Skills
§ Detailed knowledge of systems and equipment troubleshooting and problem resolution.
§ Ability to provide basic product training on site.
§ Strong computer systems skills: Windows 10, Networking.
§ Advanced English verbal and written communication skills.
§ Strong organization skills
§ Ability to evaluate multiple customer issues and set priorities, and to manage processes
§ Ability to read electrical schematics and mechanical drawings.
§ Ability to deal effectively with customers.
Preferred Knowledge and Skills
§ Knowledge of FDA regulations for medical devices and Quality Management Systems
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.
§ Bachelor’s Degree in Engineering/Technology or related discipline AND one year of relevant experience; OR
Associates Degree/Trade School Certification/Military Training in an Engineering/Technology related discipline, AND four years of relevant experience; OR
seven years equivalent experience troubleshooting and repairing electronic, mechanical, or computer devices.
§ Bachelor’s Degree in Engineering/Technology or related discipline and one year experience troubleshooting and repairing electronic, mechanical, or computer devices.
§ Coursework in Network Engineering, Robotics or Electronics
§ Experience working in a hospital environment
§ Must be able to lift 50 lbs. to approximately 5 ft. high
§ Available 24 hours a day, Monday through Friday and for weekend on-call rotations
§ Frequent local travel in primary area
§ Backup support in adjacent areas as needed
§ Provide work area at home and space for trunk stock inventory