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Field Service Supervisor - Southeast Region

Location: SC, GA, FL

August 20, 2021

Field Service Supervisors perform all Customer Care duties and responsibilities relating to Swisslog products (Transport and Pharmacy) to include preventive maintenance, corrective maintenance, emergency service, on-call service, start-up of current systems, operator maintenance and user training, and promotion of company products and services as required; also providing input, direction, and training to Field Service Engineers; providing factory level technical assistance and product training to all Swisslog customers and employees; providing technical and administrative services to customers within an assigned area; coaches, mentors, supervises and directs activities of assigned Field Service Engineers (FSE), Senior Field Engineers (SFSE) and Advanced Field Service Engineers (AFSE).

Short Facts

  • Raleigh, NC
    Raleigh, NC, USA
  • Installation / Maintenance / Repair
    Installation / Maintenance / Repair
  • Regular/ Permanent/ Full-time
    Regular/ Permanent/ Full-time

Your collaboration

  • Supervise and develop assigned FSE, SFSE and AFSE performance to include technical proficiency, customer responsiveness and administration of paperwork and reporting
  • Manage service schedules to ensure service requirements/requests are met under Customer Care Manager’s guidance
  • Provide scheduled preventive maintenance services to contract customers in assigned area
  • Provide on-demand corrective, 24/7 emergency, and paid services to customers in assigned area as required
  • Provide start-up services on Translogic Systems as assigned
  • Assist with start-up services on new Swisslog products as required, working closely with the assigned Installation Specialists
  • Train Swisslog customers on system and light maintenance operations
  • Promote parts orders, provide recommended parts lists to clients and recommend inventory stocking levels to customers as required
  • Maintain accountability/inventory of customers’ consignment inventories when inventories are contractually maintained by Swisslog
  • Assist all customers within assigned area with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems
  • Advise Customer Care Manager of any problems or opportunities that arise within their area of responsibility
  • Ensure that required administrative paperwork, especially Mobile Service Work Orders, Expense Reports and Downtime Reports, are properly filled out and processed in a timely manner
  • Ensure that Field Service Engineers are accurately reporting time, expense and materials utilized on each job.
  • Communicate and share information with sales personnel and support personnel as it relates to their assigned customer base
  • Exercise proper care and accountability of all company assigned property
  • Handle by telephone or in writing, inquiries concerning the operation and troubleshooting of Swisslog systems. Assist in identifying spare parts.
  • Participate in engineering design reviews and recommend product improvements
  • Act as lead technical contact on special projects and work closely with the special projects engineering group from system design through installation
  • Submit reports, summaries, and other documentation on the above items to ensure appropriate implementation
  • Travel to customer site to assist in troubleshooting difficult problems or critical failures
  • Conduct formal classroom training on Swisslog systems at the corporate training facility, and at customer locations. Instruct on topics to include system layout, installation, startup and ongoing maintenance
  • Maintain training manuals and materials to reflect current and past engineering changes
  • Maintain equipment in the Denver training facility
  • Dispatch FSE, SFSE and AFSE to customer sites at the request of the customer, and maintain status of all open service work orders
  • Compile specific technical literature and review documentation for technical accuracy
  • Develop and implement troubleshooting aids for technical personnel to include troubleshooting manuals, videos, and other special projects, which improve customer service
  • Performs other duties, as assigned.

Your competence

  • A.S degree in Electronic Engineering Technology, Vocational school, related 4 years military experience, or equivalent
  • Ability to read blue print, schematics and wiring diagrams to extract necessary technical information
  • Exceptional interpersonal skills (customer service skills)
  • People skills / Communication Skills
  • PC Computer software and hardware literate/Windows Application experience
  • Minimum of 2 years experience with various Swisslog products, including installation, startup, and service
  • Minimum of 2 years in service as a Senior Field Service Engineer
Desirable, but not Essential:
  • B.S. Degree, Electronics Engineering Technology
  • Prior Small-Group Supervisory and/or lead worker experience 
Target salary range for this position is $70,000 - $80,000. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical/dental/vision insurance; overtime, car allowance, tuition reimbursement, disability, 401k matching (up to 8%).

Clarity on your path

At Swisslog Healthcare, we are constantly looking for people who shape and develop our company. We offer exciting opportunities to learn, develop and lead change. You benefit from clear communication and development plans that are aligned with your personal strengths and our common goals. Enjoy many other benefits that we are constantly reviewing and expanding.

Our commitment

We use automation to make a difference in hospitals and healthcare facilities. 1,200 dedicated employees in more than 3,500 facilities around the world are already relieving the burden on staff and giving them more time for patient care activities. With the latest technologies in the field of medication management, we are taking responsibility for shaping tomorrow's healthcare system to improve patient care and increase medication safety.

Equal Opportunity Employer

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Swisslog’s FMLA policy can be found at:
http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us@swisslog.com.

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