Technical Support Specialist

3 weeks ago

Fort Worth, Texas, United States Omnicell Full time
Job Title: Technical Support Engineer

At Omnicell, we are committed to transforming pharmacy care through outcomes-centric innovation. We are seeking a highly skilled Technical Support Engineer to join our team.

Job Summary:

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 role requires strong problem-solving skills, excellent communication skills, and the ability to work independently in a fast-paced environment.

Key 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 customers.
  • 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.
Requirements:
  • 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.
Preferred Qualifications:
  • Experience in the healthcare industry.
  • 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.
About Omnicell:

Omnicell is dedicated to fostering a diverse and inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process.

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.

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