Overview:
Our Field Technicians Level 2 provide on-site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day-to-day operation of applications and equipment and serve as a customer contact on technical and service-related problems. They ensure that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. They may also determine the most cost-effective repair/ resolution to minimize customer downtime. This position may require driving a company-provided vehicle.
Responsibilities:
Job Description
Job Profile:
Field Tech II
Compensation Use Only
Field or Corporate:
Field
Grade:
Business Unit:
Field Services
Job Code:
Job Family:
FLDSV - Field Services
FLSA Status: Non-Exempt
Additional Notes:
Date Job Evaluated: Jan 2026
Job Summary
Our Field Technicians Level 2 provide on-site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day-to-day operation of applications and equipment and serve as a customer contact on technical and service-related problems. They ensure that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. They may also determine the most cost-effective repair/ resolution to minimize customer downtime. This position may require driving a company-provided vehicle.
ESSENTIAL DUTIES & RESPONSIBILITIES
Primary Responsibility:
Percentage of Duties (must add to 100%)
Working knowledge of the Microsoft Office application suite including MS Outlook.
10%
Sound understanding of customer support, operations, and processes.
20%
Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
10%
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
10%
Demonstrated capability to achieve results in a fast-paced, client-driven environment.
10%
Follow-up with end users to provide status updates as per service level guidelines (SLA's)
10%
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
20%
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
10%
Education & Experience Requirements
Minimum level of education or education/experience: High School Diploma or GED
Minimum years of work experience: 2 years in Computer Science, IT or related fields
Knowledge & Requirements
Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
Working knowledge of the Microsoft Office application suite including MS Outlook
Experience with multi-platform Windows O/S required
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results in a fast-paced, client-driven environment
CompTIA A+ Certification
Min 1 OEM Desk/Notebook
Dell Enterprise
Basic non-warranty repair skills training as assigned
(Cabling, Printers, Network, Servers)
And/Or
HP Printer Basics + Printers as assigned
Lexmark Printer Basics + Printers as assigned
And/Or
Apple MAC Certifications as assigned
Written and oral English and French
Strong desire and enthusiasm to serve customers
Sound understanding of customer support, operations, and processes
Technical writing
Coding/programming
MS Office
Cloud & SaaS services
Requires a valid drivers license
Position may require driving
Position may require driving a company-provided vehicle
Decision Making/Independence:
What level of decision making and independence is required for the role: MinimalMinimal performs tasks/duties under direct supervision, with defined policies/procedures. Work is reviewed by supervisor. Decisions/actions have minimal impact, results are immediate, problems are easily detected & cause little difficulty/loss of time to correct.
Limited Performs tasks/duties under general supervision with established procedures. Decisions/actions have a moderate impact. Chooses from limited alternatives for resolution. Occasional independent judgment required. Refers unusual problems to supervisor.
Moderate Performs duties within scope of general policies, procedures & objectives. Regular exercise of independent judgment. Makes recommendations that affect policies, procedures & practices. Refers exceptions to leader.
Significant Develops objectives, policy, procedure for specific program/function. Work/decisions do not require direction/review. Refers strategic issues to leader. Decisions have significant impacts affecting other departments/clints or influence on operations.
Extensive Develops strategy/policy for area of responsibility, accountable for results. Authority for independent decisions on matters of significance. High degree of independent judgement & complex problem solving. Affects operation on a continuing basis.
COMPLEXITY
Choose a level of complexity for required tasks: Low (Based on duties, the degree of autonomy and scope of responsibility)Low Tasks are highly interrelated and simple. Work consists of standard procedures and tasks. There is no responsibility for budget, revenues and/or expenditures.
Medium tasks are multiple and focus more on single processes. Work is usually standardized but occasionally varied. There is no responsibility for budget, revenues and/or expenditures.
High Tasks are multiple & diverse interrelated across processes, integrate functional area & involve variables that may be abstract. Work requires the direct application of a variety of procedures. Has budget responsibility & expenditure authority.
MANAGEMENT & SUPERVISORY RESPONSIBILITIES
Supervisory Oversight: NoneNone
Limited Work involves, in addition to base duties, regular responsibility for providing training & work guidance to others within work unit or providing functional advice and guidance to individuals outside the immediate work unit related to standard practice.
Extensive Work involves supervising, through subordinate managers, of employees performing activities in two or more segments of a unit. Emphasis on planning/objective setting. Responsible for hiring, termination, salary and performance evaluation.
Does this role have budgetary responsibilities: No
Is this job responsible for setting and controlling a budget. No
Does this job have input into setting a budget. No
Is this job responsible for staying within an assigned budget. No
ADA Accessibility Standards (U.S. Only)
Brief Description of Work: (Please provide 1-3 sentences)
Physical Activity
Standing Frequently (Up to 67% of the time)
Sitting Occasionally (Up to 33% of the time)
Climbing Not Required (0% of the time)
Bending Occasionally (Up to 33% of the time)
Balancing Not Required (0% of the time)
Stooping Not Required (0% of the time)
Kneeling Occasionally (Up to 33% of the time)
Crouching Occasionally (Up to 33% of the time)
Crawling Not Required (0% of the time)
Reaching Occasionally (Up to 33% of the time)
Lifting Occasionally (Up to 33% of the time)
Walking Frequently (Up to 67% of the time)
Keyboarding Occasionally (Up to 33% of the time)
Feeling Occasionally (Up to 33% of the time)
Talking Frequently (Up to 67% of the time)
Hearing Frequently (Up to 67% of the time)
Environmental Conditions
Working Indoors Constantly (Up to 100% of the time)
Working Outdoors Occasionally (Up to 33% of the time)
Extreme Cold Not Required (0% of the time)
Extreme Heat Not Required (0% of the time)
Noise Occasionally (Up to 33% of the time)
Vibration Not Required (0% of the time)
Hazards Not Required (0% of the time)
Atmospheric Conditions Not Required (0% of the time)
Physical Demands
Sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Yes
Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. No
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. No
Very Heavy Work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. No
Noise Level
Very Loud: No
Loud: No
Moderate: Yes
Quiet: Yes
Very Quiet: No
Vision Requirements
Depth Perception: Yes
Distance: No
Peripheral: No
Close: Yes
Ability to Adjust Focus: Yes
Mental Requirements
Communication: Yes
Comprehension: Yes
Concentration: Yes
Reasoning and Decision-Making: Yes
Mathematics: Yes
Multi-Tasking: Yes
Organization: Yes
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned. Regular attendance and timely appearance are essential for the completion of this work.
Job Descriptions are subject to change at any time.
Job Description Summary:
Job Description:
The Field Service Technician II will provide on-site support to external customers. This position will be responsible for day-to-day operations and maintenance of automated pharmacy machines and/or equipment.
Duties and Responsibilities:
Troubleshoots, repairs, and provides maintenance to automated pharmacy machines and/or equipment on customer site in accordance with established procedures and guidelines.
Adjusts machine settings according to specifications to complete tasks accurately in a timely fashion.
Reads and interprets blueprints and diagrams to select, position, and secure machinery.
Basic Qualifications:
Associate's degree (or equivalent) in Computer Science, Electronics, Mechanics, or related field
Minimum 3-5 years experience in related field
Experience working with a multitude of tools
Electro-mechanical background
Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Working knowledge of electrical, mechanical, and control aspects of automation systems.
Working knowledge of the Microsoft Office application suite including MS Outlook
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results in a fast-paced, client-driven environment
Qualifications:
Problem Solving
On-Camera Video Interview Notice:
Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.