System Support Technician

Description

Purpose: Provide mechanical and software support, hardware troubleshooting and customer training for DOSIS systems located in partner pharmacies.

Responsibilities:

· Build positive relationships with customers via phone, email, case notes and on-site visits.

· Troubleshoot, resolve, or dispatch high severity cases within service level agreement timeframes.

· Provide detailed case notes of all steps taken and each interaction with customer and/or machine.

· Create cases, diagnose, and order parts timely, thoroughly, and accurately.

· Perform peer reviews and escalations on cases.

· Travel will be required as needed to customer sites to: install, configure and troubleshoot machine as well as provide ongoing training.

Other Duties:

· Answer incoming calls that rollover from receptionist before they rollover to the answering service.

· Follow all related standard work, processes, and procedures.

· Mentor and train other team members as requested by supervisors.

· Maintain current knowledge of company products, services, resources, and processes to effectively and customer inquiries and troubleshoot DOSIS systems.

Requirements

Education & Experience:

· High school diploma or GED required

· Proven customer service experience preferred

· Mechanical, electrical, or technical skills required

· Experience with pharmaceutical automated a plus but not required

· Intermediate or advanced MS Office skills

Schedule:

• 8-hour shift      Monday to Friday (7am-7pm)
• On call periodically on holidays and weekends
• Overtime available
• Expect to travel 25% of scheduled time