Technical Support Specialist; Pharmacy Automation - Denver

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.

• 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.

Salary range for this position is $55,000 - $62,000, plus overtime. 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%).