The Associate Engineer position under general supervision is responsible for the triaging, basic troubleshooting, part ordering, and escalation of customer inquiries as appropriate received via phone, web, and emails request.
Utilizes superior customer service skills to address all client requests for support in an efficient, courteous, and professional manner, and escalate when necessary
Remain consistent with communication to clients until issues are resolved
Provide accurate and timely logging of problems and resolution for problems in the problem management database.
Courteously obtain and convey concise problem information for external and internal service personnel.
Escalate problems as appropriate following service desk procedures.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
Maintain in-depth knowledge of service desk supported products and services
Maintain communications with customers during the problem resolution process as appropriate
Knowledge of Windows OS (Windows7, Win8, Server 2008, 2010)
Basic understanding of Networking
Basic understanding of Workgroups, Domains
Competent in use of Microsoft Office applications (Word, Excel, etc.)
Fluent in the English language
Excellent verbal and written communication skills
Strong organizational skills
Ability to multi-task
Ability to maintain calm, professional demeanor when under pressure
Ability to learn and retain knowledge
Work experience in troubleshooting computer hardware and software issues in a role with direct customer contact
Bachelor's Degree in computer hardware/software, MIS, Engineering
Basic knowledge of SQL 2010, SQL Configuration Manager and Query statements
Fluent in French
Network certified technician
Experience in a technical support position over the phone
Knowledge of computer hardware peripherals (Installation and Setup): Printers, Monitors, network printers, scanners, keyboards, input devices
Will require weekend shifts and shift rotations to meet business needs
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.
Internal Number: 9254
Since 1992, Omnicell has been a leader in medication and supply dispensing automation, central pharmacy automation, IV robotics, analytics software, and medication adherence and packaging systems, Our employees are inspired to create safer and more efficient ways to manage medications and supplies across all care settings —from the acute care hospital setting, to post-acute skilled nursing and long-term care facilities, to the patient’s home. Over 4,000 customers worldwide use Omnicell® automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence and improve patient safety, with more than 32,000 institutional and retail pharmacies working with Omnicell to maintain high accuracy and quality standards in medication dispensing. Omnicell – Inspired by Care.