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.
