Field Services Technician

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

Unit 3 – 75 Lesmill Road, Toronto, Ontario, M3B 2T8

At MediSystem Pharmacy, you can use your skills to do meaningful work that has a real impact, in an environment that promotes learning, growth and opportunity. Whether it’s your first job or you’re ready for a new challenge, MediSystem Pharmacy can turn your potential into performance that is recognized and rewarded. We offer competitive pay, full benefits, and a work-life balance.

Why this role is important?

Job Title: Field Service Technician

Objective:

Field service personnel perform on-site routine services including installation, maintenance, and repair for all hardware and machineries deployed at client and operation sites. They also assist supporting a variety of MediSystem technology devices, performing preventative maintenance and providing excellent customer service on-site. Field service technicians also act as liaisons between Medisystem’ s customers and the different Operations teams to solve not only service-related issues, but as communication channel to engaged appropriate teams when required. FSTs are required to schedule their own activities to coordinate service calls with customers while meeting customer service level agreements and ministry policies. they must be able to control costs through effective troubleshooting and proper scheduling. In addition, the Field service Technician must support all business units by providing customer feedback and support when necessary.

Field Service Technician reports directly to the Field Service Manager

Essential Duties and Responsibilities:

FSTs are required to Install and maintain a variety of items such as the following:

• Medication Carts and Treatment Carts:
  • FST’s are experts on the portfolio of carts offer by MediSystem so they are capable of troubleshoot and resolve all issues that may arise with these devices, as well as the only approved repairer.

In order to minimize inconveniences to the customer, FST’s restore Medisystem’s carts back to its working condition, making sure these devices maintain their compliance with the Ministry and Medisystem’s regulations.

In order to perform these duties, FST’s are required to be familiar with the different carts in the field, and possess highly developed mechanical skills, as well as to have a high degree of tools usage knowledge.

• Digital Equipment Infrastructure
  • FST’s have undergone extensive training on network hardware and MEDOF devices so they are able to troubleshoot and resolve issues involving these devices, in order to achieve successful results an FST is required to make use of different diagnostic tools and techniques that allow him/her to identify the root cause when a digital technology problem has been recorded.

FST’s are required to have knowledge of computer hardware, network infrastructure, Anoto digital technologies (registration and QA), and usage of Anoto diagnostic tools such as pen director, mediportal and client care portal

• Multifunction/Telecommunication Machines:
  • These machines serve as backup when a MEDOF system is not working, they allow the customers to transmit the necessary information to MediSystem, they also provide added value by serving the customers as regular network printers.

FST’s are trained in the service and maintenance by the manufacture, as well as vast understanding of the different telephony technologies which ensures that all services rendered onsite to our customers are done at a highest quality level.

In addition to the above-mentioned responsibilities, Field Service Technicians are required to:

• Customer Training & Education:
  • While servicing the different technologies deployed at customers/Operation sites, the FST also ensures not only that equipment is in working order, but also makes sure that the user understands and operates the system in a correct manner by providing constant training on every visit.
• Customer Liaison:
  • Field Service Representatives Provide valuable information not only on the different technologies supported by them, but also on several aspects of the Medisystem provided services which helps improve/address different aspects that are key to maintain Medisystem’ s great perception by the customer
• Record Tracking
  • All activities carried out by the Field Service Representative are to be logged in a manner that is accessible for another member of the organization when required, these logs provide valuable information that may impact business decisions and or predict patterns about the behavior of the technology deployed by MediSystem and/or usage by our clients
• On-Call services:
  • In order to prevent any disturbance in services provided by Medisystem’s clients due to equipment issues, the Field service Technicians provide services 24/7, this ensures that medication administration won’t be disturbed due to equipment failures.
• Maintain technical knowledge of current and new products.
• Complete special projects as assigned.
• Follow and comply with all safety and work rules and regulations.

Knowledge and Skills Required:

• Strong customer focused skills
• Good analytical skills for logical troubleshooting and diagnostics.
• Capable of setting up and troubleshoot IT related devices.
• Network Architecture
• Computer Hardware
• Telephony Technologies Background
• Excellent mechanical skills and usage of hand and powered tools
• Proven initiative and a professional “can do” attitude.
• Enjoys traveling to multiple locations and flexible work hours.
• Strong organizational and time management skills.
• Valid driver’s license and good driving record required.
• On-call and after hours support required
• Able to lift up to 80 lbs.

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.