Technical Support Specialist - Denver, CO
Location: Broomfield, Colorado
March 5, 2025
The Technical Support Specialist provides support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic medium, such as network access into client System Control Centers. Tech Support Specialists (TSS) are skilled in parts identification, technician dispatch, schedule coordination, troubleshooting hardware and software issues, and collaborative work with fellow TSS and Senior TSS team members. This individual will also provide direct training and development activities to both external customers and internal colleagues as required. Serve as a member of a specialized technical support staff to provide input, feedback, and support to the Field Service, Project Management, Sales, and Customer Care organizations.
This individual must reside in the Denver, Colorado metropolitan area. This is a hybrid position, reporting into our Broomfield office in-person at least two (2) days per week.
This individual must reside in the Denver, Colorado metropolitan area. This is a hybrid position, reporting into our Broomfield office in-person at least two (2) days per week.
Short Facts
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Broomfield, CO, United States of America -
Customer Service -
Permanent Position
Your collaboration
- Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat and other electronic media.
- Perform timely escalation of pending support-related issues to various departments/individuals for further analysis and resolution.
- Report escalated case updates and resolutions to appropriate stakeholders: customers, Customer Care Managers (CCMs), Sr. Tech Support Specialists, Tech Support Supervisor, and/or Customer Care Director.
- Professionally handle incoming requests from customers and ensure that issues are resolved and/or escalated both promptly and thoroughly by tracking them in Salesforce and SAP.
- Read technical manuals, confer with users, and conduct diagnostics to investigate problems and provide technical support.
- Report product quality issues to Quality manager via QAR (Quality Assurance Report) forms.
- Update and provide recommended parts lists to clients, promote parts orders, and recommend inventory stocking levels to customers as required.
- Oversee and report on the daily performance of client systems by utilizing Remote System Monitoring (RSM) in the Customer Care Center
- Respond to RSM alarms quickly, and document responses.
- In collaboration with Order Entry team, assist all customers and employees with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
- At the request of customers, create Field Service dispatch requests for submittal to Customer Care Managers, and maintain status of all open notifications and service work orders as assigned/required.
- Exercise proper care and accountability of all assigned company property; be mindful in spending company’s money and resources responsibly; and exercise proper care and responsibility when working with customers’ property and/or while at their facilities.
- Always maintain a clean and professional appearance and promote a positive image of the Swisslog Healthcare organization.
- Adhere to and strictly enforce all company safety policies and procedures.
- Submit reports, summaries, and other documentation on the above items to ensure appropriate implementation as required.
- Review TSS documentation, notifications, and escalations prior to submittal.
- Perform other duties as assigned.
- This position may include weekend/holiday work as scheduled.
Your competence
- High School Diploma or equivalent.
- 2 years customer service and/or technical support experience.
- General technical aptitude; ability to read blueprint, schematics and wiring diagrams to extract necessary technical information.
- Ability to promptly answer support-related emails, phone calls and other electronic communications.
- Exceptional interpersonal skills (customer service skills) and communication skills (both written and verbal).
- PC software and hardware literate; Windows application experience.
- Willing to work holiday and weekend shifts as required/scheduled.
- Must reside in the Denver metropolitan area.
Desirable, but not Essential:
- A.S. Degree in Electronic Engineering Technology (or other related field), Vocational school, military experience, or technical equivalent.
- Computer networking experience.
This individual must reside in the Denver, Colorado metropolitan area. This is a hybrid position, reporting into our Broomfield office in-person at least two (2) days per week.
Compensation: Salary range for this position is $52,000 - 60,000. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).
Clarity on your path
At Swisslog Healthcare, we are constantly looking for people who shape and develop our company. We offer exciting opportunities to learn, develop and lead change. You benefit from clear communication and development plans that are aligned with your personal strengths and our common goals. Enjoy many other benefits that we are constantly reviewing and expanding.
Our commitment
We use automation to make a difference in hospitals and healthcare facilities. 1,200 dedicated employees in more than 3,500 facilities around the world are already relieving the burden on staff and giving them more time for patient care activities. With the latest technologies in the field of medication management, we are taking responsibility for shaping tomorrow's healthcare system to improve patient care and increase medication safety.
Equal Opportunity Employer
Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.Swisslog’s FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us@swisslog-healthcare.com.