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Job Title:
Field Support Specialist
Location:
Bristol, WI
Industry:
Service / Pharmacy Automation
Job Type:
Full Time

Company: 

TCGRx is a leading supplier of pharmacy automation equipment, including inpatient and outpatient hospital settings. Our solutions can be scaled from simple packaging technology to enterprise-level perpetual inventory management. That means we provide not just the tools to make your pharmacy more efficient and reliable, but also the strategy behind those tools. We offer design and consulting services for solution integration in all pharmacy markets. Established in 2006 with depth of management expertise spanning more than 30 years in leading health care companies, TCGRx maintains a keen focus on the current landscape and future needs of pharmacies.

Job Overview:

The Field Support Specialist is the first point of contact for onsite field support technicians. Responsibilities of this position include attaining and maintaining proficiency in appropriate knowledge and skills.  Since the satisfaction of our client is very important, customer service is the main objective of this position.

Specific Responsibilities:

  • Service delivery and escalation support.  Specific responsibilities for resolving escalation including parts logistics, drafting specific service instructions, and direct phone consultation.
  • Handle inbound and outbound service calls from Field Service Technicians and Tier 1 technical support.
  • Track and complete administrative tasks on behalf of Field Support Technicians.
  • Determine fault analysis to identify frequency of systemic issues.
  • Provide after hours on call support to Field service technicians and Tier 1 support for escalations.
  • Provide onsite support at customer sites repairing electromechanical equipment.
  • Develop detailed field repair guides and manuals.
  • Provide support for onboarding and training of new technicians.
  • Other responsibilities as defined by Manager.

Critical Attributes:

Dependability: Able to make on the spot responsible decisions while taking responsibility for resolving problems.   

Initiative: Identify what needs to be done and develops a plan to see it through to resolution. 

Creativity: A strong ability to research and troubleshoot unique technical issues and find resolutions to service issues in both a team environment and individually. 

Adaptiveness: Day to day management of routine activities while being able to change focus to resolve evolving priorities.  Ability to multitask and prioritize responsibilities.

Humility: Understanding that the way we grow as a person and an employee is by welcoming feedback and criticism. The ability to self-reflect and accurately understand our limitations as much as our strengths is a key attribute to success in this position.

Requirements:

Must be willing to travel a minimum of 20% with overnight and weekend travel as required.  Overtime is required during a scheduled after hours on call rotation.

  • Previous experience in field service of electro-mechanical equipment preferred, but will we will train the right person with aptitude.
  • Strong computer systems skills and adaptability including the following applications, Outlook, Word, Excel, SQL Experience is a plus.
  • 2 Year technical education preferred, or equivalent experience.
  • Follow HR policies and responsibilities to working in an independent oriented position when traveling and providing support.
  • Able to obtain passport and travel internationally.
  • Ability to lift 50 lbs, and work for extended periods sitting, kneeling, and standing.

TCGRx is an equal opportunity employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law. We maintain a drug-free workplace.

To inquire about this position please call our headquarters at 262.279.5307 or send inquiries to [email protected]