The Software Support Engineer (SSE) is responsible for providing customer support and technical issue resolution to all Swisslog customers and employees. Additionally, the SSE will assist customers and Field Service staff with software and peripherals installation and configuration. Serve as a member of a specialized technical support staff to provide input and direction to all Swisslog Healthcare team members. The Software Support Engineer is a very visible team member to our customers and must demonstrate exceptional customer service and organizational skills.
This position is based in Westminster, Colorado. The ideal candidate will live in the Denver metro area with ability to report into the office 1-2 days per week as needed. However, fully remote work may be considered for very experienced candidates.
Your collaboration
- Provide technical support to internal staff and customers for software related issues, including troubleshooting, resolution, and development of corrective and preventive actions.
- Responsible for troubleshooting all interfaces between Swisslog products and customers’ hospital information systems, security databases, active directories, automated dispensing cabinets and wholesaler interfaces.
- Work in conjunction with System Engineers, Software Developers, Field Service Engineers, to respond to general IT related questions.
- Participate in on-call, after-hours support rotation as required.
- Provide support for project activities as needed.
- Record/communicate product quality issues for continuous process and product improvements.
- Provide training to Swisslog employees and customers on system operation/functionality.
- Advise Software Support Manager of any problems or opportunities that arise within their area of responsibility.
- Ensure that required documentation is accurately completed and processed in a timely manner.
- Communicate and share information with team members, internal staff and customers.
- Travel to customer sites as required.
Other (10%)
- Other duties as required to support the delivery of best-in-the-business customer support.
- Act as a customer advocate to ensure that the business is doing everything possible to deliver best-in-class customer service and that the customer is getting the most from their investments in Swisslog Healthcare solutions.
Your competence
- 1-3 years experience supporting Windows Workstation/Server, Microsoft SQL server.
- Associates Degree or equivalent technical education (such as military experience).
- Experience with basic troubleshooting of networks and VPN.
- Scripting and programming capability.
- Microsoft Server Operating System installation and administration experience.
- Passionate about providing exceptional customer service, with exceptional communication and interpersonal skills.
- Experience with SQL – Query Experience and Basic SQL Tasks.
- Database administration experience.
Desirable, but not Essential:
- Integration / interface troubleshooting experience, preferably in a healthcare environment (HL7, EDI).
- Bachelor’s degree and/or formal technical training.
- Electromechanical or hardware automation experience.
Compensation: Base salary for this position is $67,000-76,000, plus overtime. 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.
Meaningful Tasks
Flexible Working Options
Globally Networked Environment
Retirement Plans
Grow with Us!
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 .
