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Technical Support Specialist (Pharmacy Automation)
The Technical Support Specialist (TSS) will provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic medium, such as network access into client System Control Centers. This individual will be skilled in parts identification, technician dispatch, schedule coordination, troubleshooting hardware and software issues, and collaborative work with TSS and Senior TSS team members. The TSS will serve as a member of a specialized technical support staff to provide input, feedback, and support to our field service, project management, sales, and Customer Care organizations. This individual will also provide direct training and development activities to both customers and colleagues as required.
Short Facts
- Denver, CO
Westminster, CO - Permanent Position
Responsibilities
Make an impact
- Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic medium.
- Perform timely escalation of pending support-related issues to various internal departments for further analysis and resolution.
- Report escalated case updates and resolutions to appropriate stakeholders (ie Customer Care Managers, customers, Senior TSS, Tech Support Supervisor).
- Professionally handle incoming requests from customers and ensure that issues are resolved and/or escalated both promptly and thoroughly by tracking them in Salesforce and SAP.
- Read technical manuals, confer with users, and conduct diagnostics to investigate problems and to provide technical support.
- Report product quality issues to Quality manager via QAR (Quality Assurance Report) forms.
- Update and provide recommended parts lists to clients, promote parts orders, and recommend inventory stocking levels to customers as required.
- Oversee and report on the daily performance of client systems by utilizing Bomgar and remote access systems in the Customer Care Center.
- In collaboration with the Order Entry team, assist all customers and employees with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
- At the request of customers, create dispatch requests and maintain status of all open notifications and service work orders as assigned/required.
- Perform other duties, as assigned.
Application Requirements
What you need to succeed
- High School Diploma or equivalent.
- 2 years customer service and/or technical support experience.
- Functional electro-mechanical understanding.
- Basic network and database knowledge.
- Ability to read blueprints, schematics and wiring diagrams to extract necessary technical information.
- Able to promptly answer support-related emails, phone calls, and other electronic communications.
- Exceptional interpersonal skills (customer service skills)
- Strong communication skills, both written and verbal.
- PC Computer software and hardware literate; Windows Application experience.
- A.S. Degree in Electronic Engineering Technology, Vocational school, or related 4 years military experience or technical equivalent.
- Computer networking experience.
Flexible Working Options
Great Team Spirit
Learn & Grow
Meaningful Tasks
Retirement Plans
Talentmanagement Program
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