The Senior Technical Support Engineer (SSE) is responsible for providing customer support and technical issue resolution to all Swisslog Healthcare customers and employees. This role serves as a member of a specialized technical support team to provide input and direction to all Swisslog Healthcare team members. The individual is a very visible team member to our customers and must demonstrate exceptional customer service and organizational skills.
Your collaboration
- Support customers' requests – assistance, queries, enhancements and data manipulation within defined service agreement or contracts.
- Ensure continuous communication with the customer for open calls, reporting customer's feedbacks and delivering satisfaction
- Log new customer calls and update existing customer calls to the Swisslog Call Logging System as defined in the Call Logging Procedures.
- Elaborate reports for incidents traceability.
- Ensure regular reporting to Customer and Line Manager about open calls and tasks
- Provide On-site support when required for specific issues.
- Collaborate with development teams in troubleshooting, re-creating, finding and possibly resolving software defects and enhancements
- Support to on-site technicians
- Assistance in restoring systems
- Reporting of recurring problems to quality and engineering in order to improve products both qualitatively and safely
- Will include occasional after-hours client commitments
- Other duties as assigned
Your competence
- In-depth database configuration experience (MS SQL Server)
- Experience configuring of PC software (preferably VB6, C ++, C #)
- Installation and troubleshooting of computer problems (MS Windows)
- Configuration and analysis of the PLC (Siemens and Beckhoff)
- Mechanical and electrical schemas understanding. Mechatronic skills
- Leadership and communication skills with Customer and partner companies
- Communicate openly, effectively and consistently with all stakeholder
- Spoken and written English (must), optional Italian
- Available for on-call rotation 24/7 for one week per month, from home
- Experience with Visual Studio
Salary range for this position is $70,000 - $85,000. 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%).
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.
Learn & Grow
Diversity & Inclusion
Latest Technology
Our commitment
We use automation to make a difference in hospitals and healthcare facilities. 1,200 dedicated employees in more than 3,500 facilities around the world are already relieving the burden on staff and giving them more time for patient care activities. With the latest technologies in the field of medication management, we are taking responsibility for shaping tomorrow's healthcare system to improve patient care and increase medication safety.
Equal Opportunity EmployerSwisslog 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
.
