Job Description

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?

Objective:

Manage the field service personnel who perform on-site services including installation, maintenance, and repair for all hardware and machineries deployed at client sites.

Oversees the scheduling and training of field service representatives.

Handles service contracts and directs support services.

Develops methods, guidelines, and policies to facilitate efficient service delivery.

Ensure all customer issues are satisfactorily resolved utilizing Operations, Procurement and other teams as needed.

Provides input to strategic decisions that affect the functional area of responsibility.

Provides input into developing the Field Service Team budget.

Capable of resolving escalated issues arising from operations and requiring coordination with other departments.

Field Service Manager reports directly to the Senior Director, Customer Technology and Pharmacy Transition

Essential Duties and Responsibilities:

Key Responsibilities:

• Development of team to ensure training objectives are set, communicated and achieved.
• Focus on team development on new technologies and changes as they occur in the marketplace.
• Ensure consistency of service and product delivery
• Oversee Scheduling and Training of Field Service Representatitives. Develop methods, guidelines and policies to facilitate efficient service delivery
• Develop and deliver in-service training program for Field Service Technicians, Clinical Team, and Clients
• Work closely with Field Service team to ensure SLA are met across all client sites.
• Work closely with our vendors to manage systems swaps, escalation of service issues, consulting on technology alternatives, liaison of technology needs and requirements.
• Coordinate day to day FST services with third party providers, arrange equipment logistics between sites, maintain a current training for Third Party suppliers.
• Manage customer service and related issue relating to Hardware and Machinery deployed at client sites. Escalation and/or coordination with other teams / departments

• Onboarding:

• -Materialization of plans to actions, by scheduling deployments and installations to new sites.
• -Organizing inter-departmental actions to bring all equipment up and running, which includes coordination of activities with Medisystem's IT, vendors, and Medisytem's operation sites.
• -reporting and addressing unforeseen situations to ensure go live plans are met.
• Offboarding.

• -Scheduling and Oversee collection plans of corporate assets when clients are offboarded
• -Triage returned hardware and equipment and disposed as required
• -Oversee refurbishment of hardware and equipment
• Manage calls from clients, develop a system to route to appropriate vendor/technician to ensure quality service is provided with minimal lag time
• Provide input to strategic decisions

• 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.