Technical Support Engineer II

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Summary :

Under general direction of the Senior Manager Customer Support or other supervisory / management-level position within the facility, provides expert technical support directly to Cencora customers, contractors and associates throughout the United States, Canada and abroad.

Primary Duties and Responsibilities :

Provides phone, e-mail, and other routes of support to customers, Cencora staff, and field engineers in order to resolve hardware issues as well as remote troubleshooting in order to resolve software user issues

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

Provides effective support and troubleshooting to customers and internal staff on software portal solution processes

Record, track, and document Tier 2 support case problem solving process including actions taken through the final resolution updating internal training documentation if needed

Provides effective installation, preventive and corrective repair actions for on-site repairs of customer equipment (including weekend and holiday support)

Represents Cencora to the customer and provides effective professional communication regarding customer problems

Adheres to Cencora policies and practices for customer service operations

Ensures personal technical competency in all product lines

Provides reporting, communication, and information to internal stakeholders in order to understand technical product issues or operations that impact customer support

Ability to work varied hours in the service center and take after-hours escalated support calls

Create documentation for staff training purposes and consistent review of internal SOP's

Resolve escalated Tier 1 support cases

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

Performs related duties as assigned

Required Skills and Qualifications :

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two year Degree program; four year Bachelor's Degree preferred

Normally requires a minimum of 2-4 years previous experience in technical electronics field including experience in customer service and phone support; experience with software, mechanics or robotics

Customer-focused attitude with strong interpersonal skills

Outstanding phone support and customer management capabilities

Strong electro-mechanical aptitude

Excellent computer skills and experience with Microsoft Office Suite; advanced computer skills and experience with SQL, LINUX, WinNT, VB or BAAN a plus

Ability to communicate effectively both orally and in writing

Strong organizational skills; high attention to detail

Ability to work independently as well as part of a team

Ability to work in a fast-paced environment

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit cencora

Full time

Salary Range

$74,000 - 105,820

• This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado / California / Washington / New York / Hawaii / Vermont / Minnesota / Massachusetts / Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Affiliated Companies :

Affiliated Companies : ASD Specialty Healthcare LLC