Pharmacy Automation Support Consultant

2 weeks ago


Vista, California, United States ITW Full time

About ITW:
ITW is a leading company in the field of medical robotics, specializing in innovative pharmacy automation solutions. We are dedicated to enhancing operational efficiency in pharmacies through our advanced robotic systems.

Position Overview:
The Pharmacy Automation Support Consultant will play a crucial role in assisting our clients by providing expert troubleshooting and in-depth analysis of our pharmacy automation technologies.

Key Responsibilities:
➢ Address customer inquiries and support requests through various communication channels, including phone, email, and chat, utilizing remote assistance tools.
➢ Serve as the primary contact for users experiencing hardware, software, and application issues, ensuring prompt resolution.
➢ Employ advanced analytical skills to diagnose and resolve intricate problems effectively.
➢ Compile, create, and refine documentation, including knowledge base articles and incident reports.
➢ Demonstrate self-motivation and the ability to work collaboratively or independently as needed.
➢ Meet project deadlines consistently while maintaining a high level of attention to detail and urgency.
➢ Exhibit strong communication and interpersonal skills to convey concise problem information to both internal teams and external clients.
➢ Document all incidents accurately in the ticketing system, ensuring timely updates and resolutions.
➢ Manage inventory of equipment and software licenses utilized in the field.
➢ Escalate issues appropriately when necessary.
➢ Provide exceptional customer service at all times.
➢ Participate in an on-call rotation to ensure coverage during extended hours.
➢ Identify trends and suggest improvements to enhance team procedures and promote efficiency.

Qualifications:
➢ Minimum of 3 years of experience in the pharmacy or healthcare sector, preferably in retail.
➢ At least 3 years of experience in a contact center or call center environment.
➢ Proficient in troubleshooting Microsoft Windows operating systems (7 and 10) for a minimum of 3 years.
➢ Familiarity with pharmacy automation equipment and robotics is highly desirable.
➢ Strong background in both hardware and software support.
➢ Experience with service management and ticketing systems, with a preference for ZenDesk.

What We Offer:
At ITW, we foster an environment that values innovation and encourages professional growth. Our extensive benefits package includes:
➢ Competitive salary and employer contributions to benefits.
➢ Paid holidays and flexible paid time off.
➢ Commitment to employee education and development.

ITW is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, or veteran status. All information will be kept confidential according to EEO guidelines.


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