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Technical Support EngineerLocation Waukegan, ILJob Category Customer SupportEmployment Duration Full-Time RegularApply NowAre you interested in working for an organization dedicated to innovation, customer intimacy, and improving healthcare for everyone? Do you enjoy working in an environment filled with respect and integrity? Are you driven by a will to win? You’re in the right place!Since 1992, Omnicell has been inspired to create safer and more efficient ways to manage medications across all care settings. As a leading provider of solutions across the continuum of care, we offer a path to fully automated medication management infrastructure, powered by a cloud data platform that supports improved patient care, fewer errors, enhanced safety, and new opportunities for growth.Our vision for the Autonomous Pharmacy integrates a comprehensive set of solutions powered by the Omnicell Cloud Data Platform across three key areas: Automation – solutions designed to digitize and streamline workflows; Intelligence – actionable insights to better understand medication usage and improve pharmacy supply chain management; and Work – expert services that serve as an extension of pharmacy operations to support improved efficiency, regulatory compliance, and patient outcomes.Over 5,500 facilities worldwide use Omnicell automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence, and improve patient safety. And more than 40,000 institutional and retail pharmacies across North America and the United Kingdom leverage Omnicell’s innovative medication adherence solutions to improve patient engagement and adherence to prescriptions, helping to reduce costly hospital readmissions.Come join our team and be inspired by care!Technical Support EngineerThe Technical Support Engineer is responsible for providing support for all Omnicell customers. This position is responsible for troubleshooting issues in many areas such as, mechanical, hardware and pneumatic failures, software issues, network analysis and user related questions. The Engineer must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. The Technical Assistance Center provides technical support on a 24/7/365 basis.The role will provide technical support for Omnicell products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards. They will also need a clear understanding of when to escalate more complex and urgent issues.Responsibilities:
Answer incoming support requests from internal/external sources to maintain acceptable service levels
Provide technical support for internal & external customers on multiple Omnicell Products
Provide a pleasant and professional customer experience with all customers
Accurate documentation of the product issue, troubleshooting steps, and all customer interactions
Provide a timely response to all customer calls and/or escalations
Troubleshoot technical issues and identify root cause and solve issues, quickly determine more complex issues and escalate as needed
Follow all company processes, policies, and customer requirements
Educate customers as necessary to allow them to support themselves or resolve their issues
Utilize the department’s knowledge base to determine proper troubleshooting course of action
Guide customers through manual resolutions when necessary
Provide remote connectivity support via any of the available methods
Manage assigned tickets, providing timely updates and/or resolution to meet the customers’ expectations
Utilize all commonly provided tools necessary to accurately support the issue
Collaborate with other team members to assist with a timely resolution
Identify new problems and contribute information necessary to document resolutions
Proactively identify trends at customer sites with respect to hardware and software that can lead to problems
Strive to meet individual, departmental and company goals & objectives
Provide database support services, gathering & analyzing statistical data to assist in determining root cause
Knowledge and Skills:
Competency in Microsoft Office & Operating Systems
Basic understanding of computer hardware troubleshooting
Ability to maintain calm, professional demeanor when under pressure
Ability to multitask and manage a large workload
Ability to troubleshoot hardware up to and including mechanical, electrical and pneumatic equipment
Excellent verbal & written communication skills
Strong organization skills
Basic Qualifications:
Associate’s Degree or High School Diploma/GED with 2 years of experience working with computer hardware/software troubleshooting
2+ years of work experience in a technical support role with direct customer contact
Preferred Qualifications
Associates Degree
Bachelor’s Degree in Computer Systems and or Electro-Mechanical concentration preferred
Previous experience using CRM or other customer service logging applications
Working knowledge of SQL & Oracle
Work Conditions:
Office environment
Occasional work from home (requires functional, quiet environment)
Must be able to work afternoon shift with fluctuating schedule during various hours, requiring on-call shifts
Overnight Variable start time of 9:30pm to 11:30pm including weekends
Must be able to work weekend shift
Occasional travel (5%)
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Vacancy expired!