Technical Support Engineer II - Remote Eligible

Technical Support Specialist

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Summary

Under general direction of the Senior Manager Customer Support or other supervisory/management-level position within the facility, provides expert technical support directly to Cencora customers, contractors and associates throughout the United States, Canada and abroad.

Primary Duties and Responsibilities

Provides phone, e-mail, and other routes of support to customers, Cencora staff, and field engineers in order to resolve hardware issues as well as remote troubleshooting in order to resolve software user issues.

Supports a variety of computer based robotic technologies, which automate medication dispensing and packaging in a variety of pharmacy or veterinary settings.

Provides effective support and troubleshooting to customers and internal staff on software portal solution processes.

Record, track, and document Tier 2 support case problem solving process including actions taken through the final resolution updating internal training documentation if needed.

Provides effective installation, preventive and corrective repair actions for on-site repairs of customer equipment (including weekend and holiday support).

Represents Cencora to the customer and provides effective professional communication regarding customer problems.

Adheres to Cencora policies and practices for customer service operations.

Ensures personal technical competency in all product lines.

Provides reporting, communication, and information to internal stakeholders in order to understand technical product issues or operations that impact customer support.

Ability to work varied hours in the service center and take after-hours escalated support calls.

Create documentation for staff training purposes and consistent review of internal SOP's.

Resolve escalated Tier 1 support cases.

Must be able to travel up to 25% of the time for on-site installations and training.

Performs related duties as assigned.

Required Skills and Qualifications

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two year Degree program; four year Bachelor's Degree preferred.

Normally requires a minimum of 2-4 years previous experience in technical electronics field including experience in customer service and phone support; experience with software, mechanics or robotics.

Customer-focused attitude with strong interpersonal skills.

Outstanding phone support and customer management capabilities.

Strong electro-mechanical aptitude.

Excellent computer skills and experience with Microsoft Office Suite; advanced computer skills and experience with SQL, LINUX, WinNT, VB or BAAN a plus.

Ability to communicate effectively both orally and in writing.

Strong organizational skills; high attention to detail.

Ability to work independently as well as part of a team.

Ability to work in a fast-paced environment.