Client Support Engineer

AmerisourceBergen (NYSE:ABC) is one of the world's largest pharmaceutical services companies serving the United States, Canada and selected global markets. Servicing both pharmaceutical manufacturers and healthcare providers in the pharmaceutical supply channel, the Company provides drug distribution and related services designed to reduce costs and improve patient outcomes. AmerisourceBergen's service solutions range from pharmacy automation and pharmaceutical packaging to pharmacy services for skilled nursing and assisted living facilities, reimbursement and pharmaceutical consulting services, and physician education. With more than $54 billion in annual revenue, AmerisourceBergen is headquartered in Valley Forge, PA, and employs more than 13,000 people across five business units in multiple locations. AmerisourceBergen is ranked #27 on the Fortune 500 list. For more information, go to www.amerisourcebergen.com.



AmerisourceBergen, headquartered in Valley Forge, Pennsylvania, is a pharmaceutical supply channel service company providing pharmaceutical distribution and other services to hospitals, community drugstores, nursing homes, clinics, prescription benefits managers, mass merchandisers and other clients from distribution centers throughout the United States.  AmerisourceBergen, #22 on the Fortune 500, has operating revenues of more than $50 billion and over 14,000 employees.  The company primarily distributes generic, branded and OTC pharmaceuticals, but offers toiletries, sundries and medical supplies as well.

 

The AmerisourceBergen Solutions Group is a strategic Company operating unit in the fast growing field of pharmacy automation, patient safety, pharmacy efficiency solutions, pharmacy staffing and pharmacy consulting.The Solutions Group provides the only complete and comprehensive set of business offerings to pharmacies in every phase of pharmacy practice in the industry including hospitals, long term care, independent and chain retail drugstores and mail order.  With integrated systems that scale from 50 to 50,000 prescriptions dispensed per day, ABC-SG enables customers to increase output while reducing errors and using less manpower control costs, improve profits and extend their reach and improve their value in their communities.  ABC-SG is headquartered in Grapevine, TX with operating locations in suburban Pittsburgh, PA, Louisville, KY and suburban Chicago, IL and is proud to be a key member of AmerisourceBergen.

 

The Solutions Group is seeking a Client Support Engineer for its Cranberry Township (Pittsburgh area), PA location.  Under general direction of the Manager - Client Support Center, the Client Support Engineer provides technical phone support to internal and external AmerisourceBergen Solutions Group (ABSG) customers throughout the United States and abroad. 

 

PRIMARY DUTIES AND RESPONSIBILITIES:

1.  Acts as an escalation point for the Client Support Engineer I position to resolve support requests of a more complex nature.

2.  Provides phone support to customers and Field Service Engineers in order to resolve hardware issues as well as remote troubleshooting in order to resolve software user issues.

3.  Supports a variety of computer based robotic technologies, which automate medication dispensing and packaging in a variety of pharmacy settings.

4.  Ensures that open support tickets have been generated upon receipt of support request from customer; researches customer issues; gathers history using data in CRM and/or Metastorm systems.

5.  Provides effective installation, preventive and corrective repair actions for on-site repairs of customer equipment.

6.  Represents AmerisourceBergen Solutions Group (ABSG) to the customer and provides effective professional communication regarding customer problems.

7.  Escalates unresolved support requests to Engineering, Team Lead and/or Manager, Client Support Center in a timely manner when progress is not being made, so as to maintain customer service level agreements.

8.  Updates, reviews and closes support ticket and as required.

9.  Adheres to AmerisourceBergen Solutions Group (ABSG) policies and practices for customer service operations.

10.  Ensures personal technical competency in at least two product lines.

11.  Provides communication and information to others in order to understand technical product issues or operations that impact customer support.

12.  Ability to work varied hours in the service center (including weekend and holiday support).

13.  Must be able to travel up to 25% of the time for on-site installations and training.

14.  Performs related duties as assigned.

 

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

 

The ideal candidate will possess broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations obtained through completion of a four year Degree program.  Normally requires a minimum of eight (8) years previous experience in technical electronics field including experience in customer service and phone support; experience with software, mechanics or robotics.

 

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

1.  Outstanding phone support and customer management capabilities

2.  Strong electro-mechanical aptitude

3.  Advanced knowledge in a client/server environment; advanced network knowledge; knowledge of various remote access communications; interfacing; knowledge of handheld devices such as barcode scanners, bio-metric scanners, and touch screens

4.  Ability to describe/troubleshoot mechanical problems with cabinets, carousels, and peripherals as well as the interface workings between systems/devices using detailed workflow processes available through the CRM system.

5.  Good leadership skills

6.  Good interpersonal skills, including strong relationship building skills

7.  Ability to communicate effectively both orally and in writing

8.  Strong analytical, mathematical and problem-solving skills

9.  Strong organizational skills; attention to detail

10.  Excellent computer skills and experience with Microsoft Word, Excel and Access; server environment; windows/Unix operating system; General office equipment knowledge such as printers, copiers, scanners and cameras; SQL, WinNT, Win2000, Win2003, VB or BAAN a plus

11.  Ability to build knowledge on ABSG products/services (gained through product progression through training, cross-training, retaining call ownership)

12.  Ability to travel if needed





 

AmerisourceBergen offers competitive salary and benefits, including healthcare, tuition reimbursement and matching 401K plan with immediate vesting.  For immediate consideration apply on line at  http://career.staffingsoft.com/site017/asp/createjobseekerprofile.asp?JobApplications=2422-ABC06923.

 


We offer an excellent compensation and benefits package including 401(k), medical, dental, vision, employee stock purchase plan, short term disability insurance, long term disability insurance, life insurance, employee assistance program, and tuition reimbursement. The successful candidate must pass a pre-employment, post-offer drug screen and extensive background check. Please provide salary history.



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