Job Description

Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients-one where medication errors are a thing of the past. You'll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

Technical Support Engineer

The Technical Support Engineer is responsible for providing support for all Omnicell customers. This position is responsible for troubleshooting issues in many areas such as, mechanical, hardware and pneumatic failures, software issues, network analysis and user related questions. The Engineer must exercise judgment to determine the source of the problem and the most appropriate way to resolve. The Technical Assistance Center provides technical support on a 24/7/365 basis.

The role will provide technical support for Omnicell products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and assures prompt, courteous and professional service to our customers by effective communication, timely follow-up and technical expertise. The successful candidate will also need a clear understanding of when to escalate more complex and urgent issues.

Responsibilities:

Serve as the initial point of contact for all computer and system related customer solutions
Take ownership of support requests seeing them through to resolution to give excellent service that is key to our customer experience creating more promoters of the service provided
Provide technical support solving problems for customers on multiple Omnicell Products
Complete detailed reports listing technical assistance requests creating documentation to assist internal staff and customers to better understand troubleshooting of products and features
Research, diagnose and troubleshoot customer technical support system issues to resolve in a timely manner
Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated
Educate customers as necessary to proactively enable them to resolve issues
Utilize the organization's tools and knowledge base and collaborate with team members to determine proper troubleshooting course of action
Proactively identify trends at customer sites with respect to hardware and software that can lead to problems

Knowledge and Skills:

Excellent knowledge of Microsoft Office & Operating Systems
Understanding and strong troubleshooting experience with computer hardware (Example: Monitors, printers, power supplies)
Passionate transformer for helping customers by living and breathing team with a relentless ability to get things done well
Create real value for the customer in every interaction
Have desire, ability and the humility to appreciate, apply and share learnings to improve self and others
Ability to diagnose complex problems and deliver analysis of root causes across a technology stack and hardware up to and including mechanical, electrical and pneumatic equipment
Aptitude to multitask effectively during busy times, exercise patience and do the right thing during stressful situations
Outstanding verbal & written communication skills

Basic Qualifications:

Associate's Degree with 2 years of experience working with computer hardware/software troubleshooting
2+ years of work experience in a technical support role with direct customer contact

Preferred Qualifications

Bachelor's Degree in Computer Science, Information Technology and or Electro-Mechanical concentration preferred
Previous work experience as a Technical Support Engineer or similar role
Certification in Microsoft, Linux, Cisco or similar technologies
Strong knowledge of SQL & Oracle
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
Experience in troubleshooting and repairing electro-mechanical systems.

Work Conditions:

Office environment
Work from home (requires functional, quiet environment)
Must be able to work fluctuating schedule during various hours, requiring on-call shifts
Occasional travel (5%)

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Valid through: 5/27/2021