Technical Support Engineer (Day Shift)

Overview

Technical Support Engineer

Are you a passionate problem-solver with excellent communication skills? Do you thrive in a technical environment and enjoy providing outstanding customer support? If so, we have an exciting opportunity for you to join our team as a Technical Support Engineer. At Omnicell, we are dedicated to delivering exceptional technical support and making a positive impact on patient care in the healthcare industry. As a Technical Support Engineer, you will play a crucial role in troubleshooting, resolving complex technical issues, and providing top-notch customer service.

Responsibilities:

Technical Issue Resolution:

Take ownership of troubleshooting and solving complex technical issues, ensuring timely resolutions.

Conduct thorough research to understand customer issues and follow up directly with customers.

Collaborate with team members to facilitate effective solutions for customers.

Problem Solving and Insight Generation:

Independently frame and translate technical issues into actionable insights.

Drive resolutions in high-impact situations, leveraging your technical expertise.

Articulate data-driven insights in a clear manner to drive thoughtful business actions.

Customer Support and Communication:

Provide exceptional customer support, delivering outstanding customer experience.

Develop in-depth knowledge about our specific product lines and features.

Act as the voice of the customer, maintaining ownership of complex issues.

Collaboration and Teamwork:

Collaborate closely with cross-functional teams to resolve customer issues.

Foster a spirit of teamwork and effective communication with various departments.

Required Experience and Skills:

Technical Expertise:

Advanced understanding of computer operating systems, hardware, networks, and applications.

Proficient troubleshooting skills for both hardware and software issues.

Experience working with SQL, remote desktop applications, and help desk software.

Communication and Customer Service:

Strong interpersonal communication and customer service skills.

Ability to effectively communicate with both technical and non-technical audiences.

Proficiency in documenting technical issues clearly and in a consumable manner.

Problem-Solving and Autonomy:

Strong problem-solving skills and the ability to work autonomously.

Aptitude for learning new technologies and applying them in a customer-facing environment.

Ability to handle high-stress situations and navigate through ambiguity.

Preferred Knowledge and Skills:

Healthcare Industry Knowledge:

Previous experience in the healthcare industry.

Understanding of healthcare systems and processes.

Certification and Additional Technical Skills:

Certification in relevant areas such as Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional, or similar certifications.

Advanced troubleshooting skills, including mechanical, electrical, and pneumatic equipment.

Advanced Technical Support:

Advanced understanding of computer systems, hardware, software, and networking troubleshooting.

Experience providing support for SaaS platforms and familiarity with remote desktop applications and help desk software.

What does success look like in this position?

Building strong relationships with your team members, recognizing that technical support is a team sport.

Continuously developing your skills and fostering a courageous, curious, and creative mindset.

Maintaining regular communication with the customers you work with, prioritizing their satisfaction.

Emphasizing documentation at a high level to support research and assist your peers.

Ensuring your attendance and availability to help our customers take care of their patients.

Managing an average of 6-8 service requests per day with a focus on quarterly breakdowns.

Benefits: At Omnicell, we value our employees and offer a comprehensive benefits package, including:

Top-tier healthcare benefits for you and your family.

Optional employee stock options, allowing you to share in the company's success.

401(k) match to support your financial future.

Quarterly MBO (Management by Objectives) to recognize and reward your achievements.

Company-paid days off and allotted vacation time for a healthy work-life balance.

Competitive salary in comparison to other companies in the industry.

Diversity, Equity, Inclusion, and Belonging: At Omnicell, we are committed to fostering a diverse, equitable, inclusive, and belonging environment. We believe that diverse perspectives and backgrounds drive innovation and better decision-making. We actively promote diversity and strive to create an inclusive workplace where all employees feel valued, respected, and empowered to bring their authentic selves to work.

Company Culture and Differentiation: What sets us apart from other companies is our dedication to providing services and products that directly impact patient care in healthcare settings such as hospitals, long-term care facilities, and outpatient clinics. Your contribution as a Technical Support Engineer will play a vital role in improving patient outcomes and supporting clinicians in medication management. We foster a collaborative and supportive company culture, where teamwork and effective communication are highly valued.

Real and Personable Overview: To give you a glimpse into the role and the vibrant atmosphere at [Company Name], we invite you to watch our video that provides an overview of the position. You'll see firsthand the enthusiasm and passion our team has for helping customers and making a difference in patient care.

Join us in making a positive impact on patient care and advancing your career as a Technical Support Engineer. Apply now to become a valued member of our team at Omnicell

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What shifts (Days and Times)

Daylight: Variable start 7am-9am (8x5 or 10x4 shifts), One weekend shift per week (Saturday or Sunday)

Afternoon: Variable start 1pm-3pm (8x5 or 10x4 shifts)

About Us

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 that 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-of-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.

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.