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 provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com.
Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.
Our Products:
- Software
- Modular Hardware
- Sophisticated Counting and Collation Device
Our Core Values:
- Solutions Driven
- Customer Centric
- Championing Diversity
- Empowering Ownership
- Trust Daringly
To learn more about iA’s product, people and culture visit us at iarx.com OR check us out on LinkedIn, Facebook, X and YouTube!
iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
