Technical Support Engineer

Job Title

The Technical Support Engineer will provide technical support to customers, internal technical support staff, and field support staff, focused on diagnosing, troubleshooting, and repairing Omnicell products. 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. You deliver unique value by collaboratively solving customer problems, providing proactive support advice, and creating self-help tools to help reach more customers. Support incidents can range from various hardware and/or software issues with products, systems and interoperability issues. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. Your role is about providing both technical expertise and being an excellent communicator and service oriented professional. 

You’re interested by the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate, and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider’s most trusted partner. The team provides support on a 24/7/365 basis.
 

A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You’re not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.

Responsibilities

• Own, troubleshoot and solve complex technical issues, using collaboration, problem solving practices and transparency within and across teams

• Research customer issues in a timely manner and follow up directly with customers on actions

• Collaborate with other Technical Support Engineers and Technical Support Advisors who may need assistance working on cases to help most quickly facilitate solutions for customers

• Independently frame issues and translate them into actionable insights

• Effectively complete several concurrent complex activities and execute on projects with minimal direction

• Drive resolutions of technical issues in complex or high business impacting situations, while providing professional technical expertise

• Make decisions while understanding the trade-off between risk and speed

• Articulate data-driven insights in a clear way that drives thoughtful business actions

• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer

• Develop detailed knowledge about specific product lines and features

• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience

• Attend customer conference calls and maintain ownership of complex issues while working towards resolution

• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Required Knowledge and Skills

• Advanced understanding of computer operating systems, hardware, network, and application support

• Strong interpersonal communication and customer service skills to work successfully with customers in high stress and/or ambiguous situations

• Experience communicating with cross-functional partners (both technical and non-technical audiences)

• Strong problem-solving skills

• Experience working autonomously and prioritizing work with minimal input

• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

• Passionate transformer for customer service and ownership of the customer experience including issue resolution

• Able to self-manage and work independently in a fast-paced, continuously changing environment

• Ability to document technical customer issues into notes that are consumable by other users

• Collaborate with other team members to resolve customer issues, complex problems or concerns on a timely and effective basis

• Intellectually curious and gravitates towards tools and resources that enrich you

• 5-10% Travel

Basic Qualifications

• Associate degree or technical certification in Computer Science, Business, or related field and one year+ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.

  -or-

• Minimum of 3 years’ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.

Preferred Knowledge and Skills

• Experience in the healthcare industry is preferred

• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications

• Advanced ability to troubleshoot hardware up to and including mechanical, electrical, and pneumatic equipment

• Strong knowledge of SQL (advanced scripting, database back-up & restores) 

• Advanced understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support

• Advanced experience and knowledge with remote desktop applications and help desk software 

• Proficient analytical and problem-solving skills of moderate complexity.

• Advanced interpersonal, communication, and presentation skills required to communicate with employees, vendors, and customers.