Technical Support Specialist (Pharmacy Automation)

• Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic media.
• As needed, promptly escalate pending support-related issues to various Swisslog departments for further analysis and resolution.
• Report escalated case updates and resolutions to appropriate stakeholders.
• 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 provide technical support.
• Report any product quality issues to Quality Manager.
• 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 Swisslog Healthcare Customer Care Center.
• In collaboration with 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 Field Service dispatch requests for submittal to Customer Care Managers and maintain status of all open notifications and service work orders as assigned/required.
• Always maintain a clean and professional appearance and promote a positive image of the Swisslog Healthcare organization.
• Adhere to and strictly enforce all company safety policies and procedures.
• Submit reports, summaries, and other documentation on the above items to ensure appropriate implementation as required.
• Review TSS documentation, notifications, and escalations prior to submittal.
• Perform other duties as assigned.

• High School Diploma or Equivalent.
• 2 years customer service experience (preferably in a technical field), and/or technical equivalent.
• Functional electro-mechanical understanding.
• Basic network and database knowledge.
• Ability to read blueprints, schematics and wiring diagrams to extract necessary technical information.
• Ability to promptly answer support-related email, phone calls and other electronic communications.
• Exceptional interpersonal skills (customer service skills).
• Strong verbal and written communication skills.
• 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 is preferred.
• Computer networking experience.

• Salesforce experience.
• Previous experience/knowledge with Swisslog Healthcare products and systems.
• A.S. Degree in Electronic Engineering Technology, Vocational school, or related 4 years military experience or technical equivalent.

Clarity on your path

At Swisslog Healthcare, we are constantly looking for people who shape and develop our company. We offer exciting opportunities to learn, develop and lead change. You benefit from clear communication and development plans that are aligned with your personal strengths and our common goals. Enjoy many other benefits that we are constantly reviewing and expanding.