Advanced Technical Support Specialist

KUKA Global•Denver, CO

1d•Onsite

About The Position

The Advanced Technical Support Specialist provides 24-hour advanced technical support for all of Swisslog Healthcare personnel and customers as scheduled, responding to after-hours customer requests as needed. This individual serves as a member of specialized technical support staff to provide input, direction, and training to all levels of Customer Support Engineers; provides factory level technical assistance and advanced product training to all Swisslog Healthcare customers and employees; and provides additional technical and administrative services to customers as needed. Serves on a special project startup team as a “service project manager” to endure the successful completion of large and special projects.

Requirements

A.S degree in Electronic Engineering Technology, Vocational school, related 4 years military experience, or equivalent.
Ability to read blue print, schematics and wiring diagrams to extract necessary technical information.
Exceptional interpersonal and skills (customer service skills).
Exceptional written and verbal communication skills.
Minimum of 5 years experience with various Swisslog Healthcare products , including installation, startup, and service.

Nice To Haves

Bachelor of Science degree in Electronics Engineering Technology or similar.
Computer networking experience.

Responsibilities

Provide scheduled preventive maintenance services to contract customers in assigned area.
Provide on-demand corrective, 24/7 emergency, and paid services to customers in assigned area as required.
Provide or assist with start-up services on Swisslog Healthcare products as required, working closely with the assigned Installation Specialists.
Provide advanced factory training to Swisslog Healthcare employees and customers on system operation and maintenance, either at the Training Center in Denver and/or at an onsite customer location.
Promote parts orders, provide recommended parts lists to clients, and recommend inventory stocking levels to customers as required.
Conduct periodic customer care visits to monitor product performance and customer satisfaction.
Maintain accountability/inventory of assigned spare parts “crash kit” and customers’ consignment inventories (in cases where inventories are contractually maintained by Swisslog Healthcare).
Assist customers with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
Ensure that required administrative paperwork, especially Mobile Service Work Orders, Expense Reports and Downtime Reports, are properly filled out and processed in a timely manner.
Communicate, and share information with other internal teams as needed, including sales and support, project management, and engineering.
Adhere to and strictly enforce all company safety policies and procedures
Handle, by telephone or in writing, inquiries concerning the operation and troubleshooting of Swisslog Healthcare systems.
Participate in engineering design reviews and recommend product improvements.
Report concerns on system performance from the field; participate in brainstorming sessions to solve difficult issues.
Act as lead technical contact on special projects, and work closely with the special projects engineering group from system design through installation.
Travel to customer sites to assist junior Customer Support Engineers in troubleshooting difficult problems or critical failures.
Conduct formal classroom training on Swisslog Healthcare systems layout, installation, startup and ongoing maintenance at the corporate training facility, and at customer locations as assigned/required.
Maintain/validate training manuals and materials to reflect current and past engineering changes as assigned/required.
Maintain equipment in the Denver training facility as assigned/required.
Carry pager, cell phone and be available to respond to after-hours requests for technical support, to include telephone technical support, remote modem diagnostics, emergency parts shipments, etc., as assigned/required.
Perform other duties, as assigned.