Position Description • Field Service Engineer - RDS 

Key Responsibilities:

• Engineering team technical service 

• Working in partnership with existing team of International RDS & ADC engineers, demonstrate a high level of competence in most engineering disciplines. Provide planned routine maintenance and corrective tasks to RDS & PS24 products, including associated computer systems in accordance with written schedules and procedures. Carry out all duties in a professional and courteous manner whilst promoting an interest in the company at all times. Manage effective car stock control and timely completion of all service administration tasks as required. Provide customer training and instruction as required. Complete, update and close Incotec tickets & tasks in a timely manner. Act as a key point of contact to all customers in the appointed region, ‘owning your customer sites’ and generally being an ambassador for the company. 

• Reporting to the Field Service Team Lead Australia and matrix reporting to the Sr Manager Service 

• Other key areas o Support Helpdesk and non-technical teams in other departments within the organisation, providing technical knowledge and expertise o Undertake any other duties within role as required

Minimum Job Requirements:

• Relevant higher education qualification HNC/ONC in Mechanical, Electrical and Electronics Engineering or Mechatronics 

• Or proven career history within field service and/or technical service 

• Willingness to learn new products & technology

Experience 

• Proven track record with minimum of three years in customer support and customer service within a technology industry 

• Should have extensive field service experience, working and engaging directly with customers and end-users • Experience with complex fault-diagnosis, troubleshooting, repair, or design of electrical / electronic circuits, or maintenance and troubleshooting of computer-based and PLC-based machinery, specifically: 

o High value large, automated machinery in a service or maintenance engineering environment 

o Pneumatic systems to include, pneumatic actuators and compressors 

o Sensors, lasers, scanners 

o Computers, servers, UPS software and hardware maintenance in windows environment, including DB and networking 

o Servo motors, stepper motors, inverters and drives 

o Test and fault finding on AC/DC circuits and able to read and understand circuit diagrams 

• Computer literate with ability to use relevant software packages, such as Microsoft Word & Excel 

• Understanding of Healthcare/Pharmaceutical industry is desirable

Skills 

• Ability to communicate in plain English 

• Team building skills: Hiring capable, results focused staff that live the Omnicell values. 

• Strong written and verbal communication skills. 

• Conflict resolution and ability to negotiate for acceptable outcomes. 

• Ability to work collaboratively with peers and team members. 

• Change agent who accepts and supports new ideas and processes. 

• Refined listening skills. 

• Ability to consistently balance sense of urgency with diplomacy/empathy. 

• Attention to detail. 

• Ability to accept constructive criticism from stakeholders. 

• Ability to react effectively to uncertainties (market, economic, personnel, etc.). 

• Ability to regroup and re-engage to accommodate changing customer needs and priorities. 

• Commitment to cost reduction/control. 

• Coaching, mentoring and counseling of team members. 

• Strong Microsoft Office required reporting, scheduling, and communicating. 

• Advanced Troubleshooting Skills: Ability to quickly and methodically troubleshoot problems of varied complexity, with limited or flawed data, to find best solution for customer. 

• Advanced Communications Skills: Ability to effectively share complex ideas across departments, and with customers and vendors in a manner that is understandable and leads to positive outcome.

Aptitude 

• Must have a willingness to learn existing and new products 

• Must show an aptitude for fault-finding 

• Willing to travel and stay away from home as required. This could be at short notice and must be considered as part of the job. On occasions there will be a need to stay in hotel accommodation as needed 

• Must be a good communicator with FS and Omnicell teams and good customer facing skills 

• Must have a clean driving licence

Working Conditions - Environment 

• Home Based hybrid working, will need to live near or within easy commuting distance of motorway networks 

• Must be willing to travel throughout Australia to support FS related work and training 

• Some travel to the UK may be required for training purposes • The role will involve carrying out scheduled maintenance and dealing with ad hoc support calls, either remotely or on-site. This will include replacing parts, fault finding, performing quality and safety checks, and counting stock.