Hardware Support Engineer II

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

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This position is responsible for providing installation and advanced hardware build out and support services for all RFID (Radio Frequency Identification) enabled pharmaceutical logistics solutions and other healthcare solutions products. This individual will serve as an expert point of contact for all customer hardware support inquiries and will be responsible for the planning of all installations to include travel for installation team(s), shipment logistics (outbound / inbound), hospital coordination of all shipments, and the tracking, resolution, and fulfillment of all Incidents and Requests.

Assists in monitoring of the units via a User Interface while in the office or on call.

• Coordinates and executes all aspects of the installation process with customers, other departments and 3rd party installation resources, to include customer pre-installation requirements (location determination, Ethernet connectivity, etc.)
• Test and perform quality assurance measures on new designs and perform simulations to ensure designs meet specifications
• Conduct rigorous testing of hardware components to ensure performance, reliability, and compliance with industry and product standards
• Diagnose and resolve complex hardware issues reported by Tier 1 support or directly by end-users
• Work closely with software engineers, product managers, and other stakeholders to integrate hardware with software system to provide consistent feedback on hardware performance
• Monitors units to ensure hardware "up time and accuracy" to maximize sales and profit objectives through the direct efforts of the team
• Adheres to Incident and Request Management Standard Operating Procedures to ensure that all hardware incidents and requests are accurately logged, categorized, prioritized, and updated, and that defined Service Level Agreements for response times, incident resolution, and request fulfillment are met
• Utilizes the defined Case Management System to accurately log, categorize, prioritize, and provide timely updates on all assigned hardware incidents, requests, and tasks
• Utilizes the defined Configuration and Asset Management System to accurately track the physical and functional attributes of all assets, as well as the deployment, operation, maintenance, upgrade / refurbishment, de installation, and decommissioning of those assets
• Adheres to the defined Quality Assurance processes and procedures to ensure the integrity of all products. Have daily interactions with users and installation resources, providing feedback to maximize process flow. Provides customers with information on all IT services related to the hardware
• Instructing the customer or related personnel in handling IT aspects of the hardware
• Aids in the development and optimization of Standard Operation Procedures, Work Instructions, Job Aids, Process Flows, Manuals, and tools to support the system, internal staff, and customers
• Works collaboratively with other Cencora departments and customers to ensure the success of initiatives
• Implements and completes various special projects as assigned
• Provides ongoing support to internal / external customers as needed
• Must be willing to travel up to 30% of the time (including local travel)
• Must be willing to work on-call as needed
• Performs other related duties as assigned

• Requires post-secondary training in fields such as networking, IT architecture, business administration, marketing, computer sciences or similar vocations generally obtained through completion of a four (4) year degree program or equivalent experience; requires a minimum of three (3) years of experience in a broad-based Engineering or IT related position
• Solid ability to analyze hardware configurations
• In-depth knowledge of computer hardware components (ROMs, storage devices)
• Familiarity with various operating systems (Windows, macOS, Linux)
• Experience with network infrastructure (routers, switches)
• Proficiency in using diagnostic tools and software
• Solid time management and organizational skills; high attention to detail
• Customer-focused attitude with strong interpersonal skills
• Ability to communicate effectively both orally and in writing
• Outstanding phone support and customer management capabilities
• Excellent analytical and problem-solving skills
• Ability to work independently as well as part of a team
• Ability to work in a fast-paced environment
• Ability to use Microsoft Office (Word, Excel, Power Point, Outlook)
• Ability to develop documentation (work instructions, protocols, process flows, etc.)
• Solid team player
• Solid leadership skills
• Solid…