Technician, Interface Implementation
Job Summary
Performs implementation and training by phone or on-site for customers regarding the operation, features and functionality of QS/1 healthcare related interfaces. Coordinates with QS/1 customers, IT representatives, and interface vendors on the installation, set up, testing, and go live for each interface. Operates under general supervision. Reports to the Interface Manager. Usually requires four to five years of experience in related QS/1 healthcare products, interfaces or interface installations. By exception, may be called upon to travel to customer sites for go-live and/or training.
Key Duties
- Conducts implementation and training over the phone or in-house on features and operation of Company's pharmacy and healthcare related interfaces.
- Coordinates the effort of various groups, including the QS/1 customer, interface vendor, IT staff, and/or health care facilities during the implementation and training of related interfaces.
- Builds components needed to make interfaces operational.
- Leads conference calls and meetings with fore mentioned groups to insure a smooth interface implementation.
- During the implementation process, debugs interface issues that are within the QS/1 application.
- Contacts customers to ensure interface projects are progressing, confirms successful installation and initial training appointments.
- Responsible for lectures, demonstrations, discussion groups and related instructional delivery methods.
- Prepares reports of participation for management, recording activities in Training Database and Planner.
- Serves as technical assistant or point of contact with customer until "go live" date and hand-off to support.
- Point of contact for Distribution personnel, sales reps, regional & in house trainers/installers for questions or issues that arise with an interface that is purchased but not live.
- Inform Interface Analysts or TSR when corrections or changes need to be documented based on testing results with new interface vendors.
- May provide individual instruction as needed.
- May be called upon to train employees in the absence of specific employee instructional personnel.
- Keeps informed of and maintains proficiency with all company interface products.
- Maintains proper documentation in databases, or worksheet form, of current interface orders and their progress.
Education/Training
- A minimum of a two-year degree in related field; bachelor's degree preferred (in business, engineering, or computer science)
- Typically requires four to five years of technical experience in healthcare products, interfaces, interface installations, or product support.
- QS/1 product knowledge preferred.
Required Work Experience/Skills
- Sound knowledge and expertise of organization's products, debugging tools, interface control files and basic networking.
- Writing, communication, interpersonal and organization skills.
- Project management experience is a plus but not mandatory.
- Professional appearance and presentation required.
Preferred Work Experience/Skills
- Expert understanding of QS/1 pharmacy management products, and their associated interfaces
- Expert understanding of Customer databases (NCD, ERP, etc)
- Advanced knowledge of Microsoft Planner
- Advanced understanding Microsoft Office suite of products (Word, Excel)
- Intermediate knowledge of PowerBI.
Discretionary Judgment
- Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
- Uses good judgement and possesses ethical work values.
Physical Demands, Working Conditions, and General Employment Guidelines
- Moderate levels of stress may be experienced in the performance of the job.
- Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.
- Course presentations require considerable focus. Live presentations may involve considerable standing and moving around presentation area.
- This is a customer-facing position. Occasional travel, to include overnight travel, may be required to customer sites. Although minimal, weekend work may be required.
Equipment
- Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment.
- PCs and various software applications, such as word processing, spreadsheets and graphics involved in course materials development. Heavy telephone usage.
- Must have internet access, which may be reimbursed by the Company according to the policy.
Safety to Self and Others
- Little responsibility for safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.
Working Conditions/Hazards
- Position is performed in an open office environment or approved remote work location.
Work Location
- Spartanburg, SC or Remote
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