System Support Technician

Manchac Technologies • Alexandria, LA

62d

About The Position

Purpose: Provide mechanical and software support, hardware troubleshooting and customer training for DOSIS systems located in partner pharmacies.

Requirements

• High school diploma or GED required
• Proven customer service experience preferred
• Mechanical, electrical, or technical skills required
• Experience with pharmaceutical automated a plus but not required
• Intermediate or advanced MS Office skills
• Schedule: 8-hour shift Monday to Friday (7am-7pm)
• On call periodically on holidays and weekends
• Overtime available
• Expect to travel 25% of scheduled time

Responsibilities

• Build positive relationships with customers via phone, email, case notes and on-site visits.
• Troubleshoot, resolve, or dispatch high severity cases within service level agreement timeframes.
• Provide detailed case notes of all steps taken and each interaction with customer and/or machine.
• Create cases, diagnose, and order parts timely, thoroughly, and accurately.
• Perform peer reviews and escalations on cases.
• Travel will be required as needed to customer sites to: install, configure and troubleshoot machine as well as provide ongoing training.
• Answer incoming calls that rollover from receptionist before they rollover to the answering service.
• Follow all related standard work, processes, and procedures.
• Mentor and train other team members as requested by supervisors.
• Maintain current knowledge of company products, services, resources, and processes to effectively and customer inquiries and troubleshoot DOSIS systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees