Technical Support Specialist (Pharmacy Automation) - Denver, CO

Responsibilities

• 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.
• Create dispatch requests and maintain status of all open notifications and service work orders as assigned/required.
• Perform other duties, as assigned.

Requirements

• High School Diploma or equivalent.
• 2 years customer service and/or technical support experience.
• Functional electro-mechanical understanding.
• Basic network and database knowledge.
• Able 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.

Desirable, but not Essential

• A.S. Degree in Electronic Engineering Technology, Vocational school, or related.
• 4 years military experience or technical equivalent.
• Computer networking experience.

Pay

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%).

Schedule

We offer flexible working options.

Benefits

• Retirement Plans
• Talentmanagement Program

About the Role

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Equal Opportunity Employer

Swisslog Healthcare is committed to providing equal employment opportunities for all employees and applicants. We do not discriminate against any employee or applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We are committed to creating a workplace where diversity and inclusion are valued and celebrated.