What are the responsibilities and job description for the System Support Technician position at Manchac Technologies LLC?
Description
Purpose: Provide mechanical and software support, hardware troubleshooting and customer training for DOSIS systems located in partner pharmacies.
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.
Other Duties:
· 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.
Requirements
Education & Experience:
· 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
Salary : $17 - $20