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Technical Support Specialist

2 months ago

St Petersburg, United States Omnicell Full time
Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team at Omnicell. As a Technical Support Engineer, you will be responsible for providing technical support to customers, internal technical support staff, and field support staff, focused on diagnosing, troubleshooting, and repairing Omnicell products.

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.
  • Closely work 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 transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider's most trusted partner by our guiding promise of 'Outcomes. Defined and Delivered.'

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.

Our guiding principles inform everything we do:

  • As Passionate Transformers, we find a better way to innovate relentlessly.
  • Being Mission Driven, we consistently deliver on our promises.
  • Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
  • Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
  • In Doing the Right Thing, we lead by example in ALL we do.

We value creating an inclusive culture and a healthier world through ESG initiatives, Employee Impact Groups, learning, well-being programs, and more. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.