The Software Support Technician is responsible for providing customer support and technical issue resolution to all Swisslog Healthcare customers and employees. This individual will assist customers and Field Service staff with software and peripherals installation and configuration. The Software Support Tech will serve as a member of a specialized technical support staff to provide input and direction to all Swisslog Healthcare team members. This individual is a very visible team member to our customers, and must demonstrate exceptional customer service and organizational skills. This is a hybrid position and this individual will report into their local office in-person at least two (2) days per week. The preferred location for this position is Denver, Colorado (office in Broomfield). Alternatively, this individual may reside in Chicago, Illinois (Schaumburg office); or in Dallas, Texas (office in Lewisville).
Responsibilities
Make an impact
- Provide technical support to internal staff and customers for software related issues, including troubleshooting, resolution, and development of corrective and preventive actions.
- Responsible for troubleshooting all interfaces between Swisslog products and customers’ hospital information systems, security databases, active directories, automated dispensing cabinets and wholesaler interfaces.
- Work in conjunction with System Engineers, Software Developers, Field Service Engineers, to respond to general IT related questions.
- Participate in on-call, after-hours support rotation as required.
- Act as a customer advocate to ensure that the business is doing everything possible to deliver best-in-class customer service, and that the customer is getting the most from their investments in Swisslog Healthcare solutions.
- Provide support for project activities as needed.
- Record/communicate product quality issues for continuous process and product improvements.
- Provide training to Swisslog employees and customers on system operation/functionality.
- Advise Software Support Manager of any problems or opportunities that arise within their area of responsibility.
- Ensure that required documentation is accurately completed and processed in a timely manner.
- Communicate and share information with team members, internal staff and customers.
- Travel to customer sites as required.
- Other duties as required to support the delivery of best-in-the-business customer support.
Application Requirements
What you need to succeed
- 1-3 years experience supporting Windows Workstation/Server, Microsoft SQL server.
- Associates Degree or equivalent technical education (such as military experience).
- Experience with basic troubleshooting of networks and VPN.
- Scripting and programming capability.
- Microsoft Server Operating System installation and administration experience.
- Passionate about providing exceptional customer service, with exceptional communication and interpersonal skills.
- Experience with SQL – Query Experience and Basic SQL Tasks.
- Database administration experience.
Desirable, but not Essential:
- Integration / interface troubleshooting experience, preferably in a healthcare environment (HL7, EDI).
- Bachelor’s degree and/or formal technical training.
- Electromechanical or hardware automation experience.
Eligibility Requirements:
- Must reside in one of the following areas: Denver, Colorado; Chicago, Illinois; or Dallas, Texas. This is a hybrid position. If you do not live in (and are not planning to relocate to) one of these areas, please do not apply for this position.
- Must be authorized to work in the United States for any employer, without sponsorship. We are unfortunately unable to offer visa sponsorship at this time. If you will require sponsorship, either now or in the future, to work in the United States, please do not apply to this position at this time.
Compensation: Base salary for this position is $70,000-84,000, 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%).
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Meaningful Tasks
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.
Swisslog’s FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us.swisslog-healthcare.com.
