Who is ScriptPro?
Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.
Job Summary: The Manager, Solutions Engineering is responsible for the management and oversight of the Solutions Engineering team within Customer Care. The role requires effective management of team resources to identify, investigate, analyze, and resolve system/product/feature related software bugs and change requests.
Successful candidates must be able to manage experienced technical team members, excel in interdepartmental collaboration, and effectively engage proper ScriptPro resources to find solutions to problems that impact both our customer’s and ScriptPro’s bottom line. The Manager, Solutions Engineering builds relationships with Customer Service/Customer Care, Field Operations, Software/Hardware Engineering, Field Training, and Product Owners and is involved with both existing and new development projects to ensure customer satisfaction with ScriptPro’s products and features.
The Solutions Engineering team analyzes Customer Service Support issue escalations and collaborates with Software Release Management and cross departmental implementation and development teams to deliver and/or propose solutions to the company’s most challenging technical problems. The team also identifies areas of product deficiency and drives product improvement efforts involving both new and existing software.
Reporting Relationship: Vice President, Product Support
Shift: Generally, Monday through Friday 8 am to 5 pm CST. This is a hybrid position; mix of in office and remote. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.
Scope of the Role:
- Directly manage the Solutions Engineering team members and all associated duties these roles entail
- Engage regularly with the Vice President of Product Support to collaborate on team initiatives and provide updates on team projects, needs, and objectives/goals
- Participate as an actively engaged escalation team member to drive problem investigations and solutions
- Monitor team workload and conduct daily standups to review and assign project work as well as escalation assignments
- Assign team resources to projects, obtain feedback on project progress, and share findings with cross departmental teams, as necessary
- Mentor team members providing troubleshooting guidance, input, and learning opportunities for direct reports
- Function as an escalation point and coordinate team resources for both during and after-hours escalations
- Collaboratively engage with cross departmental resources for the remediation of customer issues
- Lead meetings, share investigative findings, and organize resources to resolve problems
- Function as the primary lead for Patient Safety investigation reviews and process enhancements.
- Direct teams during technical efforts for high profile/major incident type events
- Guide Solutions Engineering team members by:
- Identifying out of the box solutions and proposals for product enhancements
- Providing technical knowledge and system understanding to development teams
- Assisting in the identification of replication cases and driving problem resolution via current release management processes (SIRs, PIs, SPRs)
- Working as a customer advocate to drive solutions into future build/product releases
- Analyzing or creating code (when applicable) as a participant in software/hardware engineering processes
- Additional tasks as assigned by the Vice President of Product Support.
Required Qualifications:
- 5+ years of experience in a Solutions Engineering role with proven results in all areas of the job or related work experience.
- Experience with ScriptPro products (“Live” Environment)
- Experience with Team Foundation Server (TFS) and Software defect tracking tools
- Experience with SQL
- Experience with all ScriptPro Hardware and Software platforms and product lines
- Working knowledge of Windows OS, Networking, and System Security
- Expert level knowledge of industry best practices and technologies
- Excellent leadership, customer service, and creativity skills
- Proven history for meeting goals and expectations
Remote Work Requirements:
- Must have high-speed reliable internet access with a hard-wired connection
- Must have a distraction free home office workspace
- Must be willing to participate in video virtual meetings (camera on)
Benefits:
At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.
- Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs
- Well-being: Paid Time Off (PTO, Maternity, Paternity, Adoption Leave), nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.
Working Conditions:
This position operates in an office environment. Routine use of standard office equipment is required. Must be able to use a computer for extended periods of time. Regularly required to sit, use hands and fingers, and expected to occasionally lift, stoop, bend, and reach. Ability to learn and solve practical problems and interpret a variety of instructions is required.
ScriptPro is not sponsoring a visa for this position.
ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.
Please visit www.scriptpro.com to learn more about the mission of our company.
