Advanced Technical Support Specialist

Advanced Technical Support Specialist Make an Impact with Healthcare Technology Jobs That Matter

The Advanced Technical Support Specialist provides 24-hour advanced technical support for all of Swisslog Healthcare personnel and customers as scheduled, responding to after-hours customer requests as needed. This individual serves as a member of specialized technical support staff to provide input, direction, and training to all levels of Customer Support Engineers; provides factory level technical assistance and advanced product training to all Swisslog Healthcare customers and employees;

and provides additional technical and administrative services to customers as needed. Serves on a special project startup team as a “service project manager” to endure the successful completion of large and special projects.

Make an impact

• Provide scheduled preventive maintenance services to contract customers in assigned area.
• Provide on-demand corrective, 24/7 emergency, and paid services to customers in assigned area as required.
• Provide or assist with start-up services on Swisslog Healthcare products as required, working closely with the assigned Installation Specialists.
• Provide advanced factory training to Swisslog Healthcare employees and customers on system operation and maintenance, either at the Training Center in Denver and/or at an onsite customer location.
• Promote parts orders, provide recommended parts lists to clients, and recommend inventory stocking levels to customers as required.
• Conduct periodic customer care visits to monitor product performance and customer satisfaction.
• Maintain accountability/inventory of assigned spare parts “crash kit” and customers’ consignment inventories (in cases wherein inventories are contractually maintained by Swisslog Healthcare).
• Assist customers with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
• Ensure that required administrative paperwork, especially Mobile Service Work Orders, Expense Reports and Downtime Reports, are properly filled out and processed in a timely manner.
• Communicate, and share information with other internal teams as needed, including sales and support, project management, and engineering.
• Adhere to and strictly enforce all company safety policies and procedures
• Handle, by telephone or in writing, inquiries concerning the operation and troubleshooting of Swisslog Healthcare systems.
• Participate in engineering design reviews and recommend product improvements.
• Report concerns on system performance from the field; participate in brainstorming sessions to solve difficult issues.
• Act as lead technical contact on special projects, and work closely with the special projects engineering group from system design through installation.
• Travel to customer sites to assist junior Customer Support Engineers in troubleshooting difficult problems or critical failures.
• Conduct formal classroom training on Swisslog Healthcare systems layout, installation, startup and ongoing maintenance at the corporate training facility, and at customer locations as assigned/required.
• Maintain/validate training manuals and materials to reflect current and past engineering changes as assigned/required.
• Maintain equipment in the Denver training facility as assigned/required.
• Carry pager, cell phone and be available to respond to after-hours requests for technical support, to include telephone technical support, remote modem diagnostics, emergency parts shipments, etc., as assigned/required.
• Perform other duties, as assigned.

• A.S degree in Electronic Engineering Technology, Vocational school, related 4 years military experience, or equivalent.
• Ability to read blueprint, schematics and wiring diagrams to extract necessary technical information.
• Exceptional interpersonal and skills (customer service skills).
• Exceptional written and verbal communication skills.
• Minimum of 5 years experience with various Swisslog Healthcare products, including installation, startup, and service.

• Bachelor of Science degree in Electronics Engineering Technology or similar.
• Computer networking experience.

Target salary range for this position is $70,000 - $85,000, plus overtime and on-call pay. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).