Omnicell, Inc. Implementation & Support Engineer in Melbourne, Australia

Implementation & Support Engineer

Description

Implementation and Support Engineer’s(60%) plan and conduct technical tasks associated with the implementation, adoption and support of IV solution sets working with clients and internal resources at the client site or remotely. Manages the technical tasks associated with the implementation, adoption and support of the IV solutions in complex environments assuring the timely and quality completion of the deliverables.

Helpdesk(40%) is responsible for providing complex technical support to our customers.

They are responsible for troubleshooting and resolving more complex or time consuming issues related to mechanical failures, computer hardware failures, software failures and user issues. The ability to determine the root cause of problems requires mechanical, hardware and software knowledge. The analyst must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve in a timely fashion.

KEY RESPONSIBILITIES:

Helpdesk:

  • Provide support for case escalations typically transferred from the Customer Support Analysts (Helpdesk first level analysts or FSEs)

  • Ability to troubleshoot and resolve complex issues in relation but not limited to hardware, software, and limited database issues

  • Provide high level support, guidance and assistance for the customer support analysts (Helpdesk first level analysts or FSEs) during complex issues or escalations

  • Assume responsibilities of shift lead when a supervisor is not available

  • Properly document all customer interactions and troubleshooting actions into the department’s case tracking system. Manage open cases to ensure appropriate resolution time using time-management skills

  • Utilize the department’s knowledge base to determine proper troubleshooting course of action. Communicate technical issues and resolutions to team together with the director of technical support

  • Proactively identify trends at customer sites with respect to hardware and software

  • Practice professional telephone etiquette

Implementation and Support Engineering:

  • Perform preventative maintenance and emergency service on all products.

  • Partners with clients and serves as subject matter expert in planning, executing technical tasks such as configuring, conversions, interfaces, integration, issue resolution, assessment of system environment readiness, installation.

  • Repair and installation of automation equipment that includes pneumatic controls, digital electro-mechanical servo controls, solenoid valves, PC interface controls and mechanical drive stations.

  • Independently troubleshoot mechanical and electrical failures to a component level.

  • Mentors and provides technical assistance to client and internal resources.

  • Read electrical schematics and mechanical drawings.

  • Coordinate on-site installation and implementation of new products, add-on products, modifications, upgrades, and special projects.

  • May lead multiple technical projects simultaneously and is the main point of contact for a client in most situations.

  • Provides recommendations on the process improvements related to workflow and implementation and adoption processes and leads the efforts to create improvements.

  • Obtain signed product Acceptance Certificate.

  • Promote and optimize customer product ownership, satisfaction and clinical integration through:

  • Efficient and effective product installation and implementation

  • Timely customer product and service feedback to Field Service Management

  • Adhere to all applicable health and safety regulations and procedures.

  • Maintain fiscal responsibility for business expenses associated with Company-issued credit card.

  • Other duties as assigned

MINIMUM JOB REQUIREMENTS:

Education / Training:

  • Bachelor’s degree in Electrical Engineering or Mechanical Engineering with one year of related field experience or product knowledge.

Business Experience:

  • Demonstrated organizational skills to prioritize multiple projects in a fast-paced environment.

  • Strong interpersonal, verbal and written communications and problem-solving skills.

  • Minimum one year experience in a vendor field service, and/or hospital setting preferred.

Specialized Knowledge/Skills:

  • Knowledge of Microsoft Windows operating systems, advanced networking, and SQL skills required

  • Positive, professional demeanor and presentation in all internal and client interactions

  • Excellent written and oral communication skills

  • Experience in coaching and providing guidance to employees

  • Ability to balancing multiple priorities

  • Working knowledge of computer hardware, Microsoft operating systems and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

  • Position requires approximately 60% overnight regional/national travel + 40% remote support

  • Basic networking skills.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.