Technical Support Specialist (Translogic) - Denver, CO

Swisslog Healthcare; Denver (CO); Hybrid; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) matching program

Tuition reimbursement

Disability coverage

Job summary

A healthcare technology provider is seeking a Technical Support Specialist in Denver, CO. The candidate will provide support and issue resolution for customers via various electronic media. Responsibilities include troubleshooting hardware and software issues, managing support requests, and collaborating with teams. Requirements include a high school diploma, 2 years of customer service experience, and technical support skills. This is a hybrid role, offering a salary range of $52,000 - $58,000 plus a comprehensive benefits package.

Qualifications

• 2 years of customer service experience, preferably in a technical field.
• Functional electro-mechanical understanding.
• Basic network and database knowledge.

Responsibilities

• Provide support and basic issue resolution via phone, email, and chat.
• Escalate pending support-related issues as needed.
• Report escalated case updates and resolutions to stakeholders.
• Conduct diagnostics to investigate problems and provide technical support.

Skills

Customer service experience

Technical support skills

Communication skills

PC literacy

Education

High School Diploma or Equivalent

A.S. degree in Electronic Engineering Technology

Tools

Salesforce

Windows applications

Job description

Technical Support Specialist (Translogic) – Denver, CO

Join Swisslog Healthcare as a Technical Support Specialist (Translogic) in Denver, CO.

The Technical Support Specialist provides support and basic issue resolution to Swisslog Healthcare customers and employees via phone, e‑mail, chat, and other electronic media. The role focuses on our Translogic product line and involves parts identification, technician dispatch, scheduling, hardware and software troubleshooting, collaboration with Technical Service Support (TSS) and Senior TSS teams, and training activities.

Responsibilities

• Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e‑mail, chat, and other electronic media.
• Promptly, as needed, elevate pending support‑related issues to various Swisslog departments for further analysis and resolution.
• Report escalated case updates and resolutions to appropriate stakeholders.
• Professionally handle incoming requests from customers and ensure issues are resolved and/or escalated promptly and thoroughly by tracking them in Salesforce and SAP.
• Read technical manuals, confer with users, and conduct diagnostics to investigate problems and provide technical support.
• Report any product quality issues to the Quality Manager.
• Update and provide recommended parts lists to clients, promote parts orders, and recommend inventory stocking levels to customers as required.
• Oversee and report on the daily performance of client systems by utilizing Bomgar and remote‑access systems in the Swisslog Healthcare Customer Care Center.
• In collaboration with the Order Entry team, assist all customers and employees with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
• Create Field Service dispatch requests for submittal to Customer Care Managers and maintain status of all open notifications and service work orders as assigned/required.
• Always maintain a clean and professional appearance and promote a positive image of the Swisslog Healthcare organization.
• Adhere to and strictly enforce all company safety policies and procedures.
• Submit reports, summaries, and other documentation on the above items to ensure appropriate implementation as required.
• Review TSS documentation, notifications, and escalations prior to submittal.
• Perform other duties as assigned.

Application Requirements

• High School Diploma or Equivalent.
• 2 years of customer service experience (preferably in a technical field) and/or technical equivalent.
• Functional electro‑mechanical understanding.
• Basic network and database knowledge.
• Ability to read blueprints, schematics, and wiring diagrams to extract necessary technical information.
• Ability to promptly answer support‑related email, phone calls, and other electronic communications.
• Exceptional interpersonal skills (customer service).
• Strong verbal and written communication skills.
• PC computer software and hardware literacy; Windows application experience.
• A.S. degree in Electronic Engineering Technology, vocational school, or related 4‑year military experience or technical equivalent is preferred.
• Computer networking experience.

Desirable (but not Essential)

• Salesforce experience.
• Previous experience/knowledge with Swisslog Healthcare products and systems.
• A.S. degree in Electronic Engineering Technology, vocational school, or related 4‑year military experience or technical equivalent.

Compensation

Salary range: $52,000 – $58,000 per year. Includes a comprehensive benefits package (medical, dental, vision, tuition reimbursement, disability coverage, and a 401(k) matching program up to 8%).

Work Arrangements

This is a hybrid position. You will work from the Denver, Colorado metropolitan area and report in‑person to our Westminster office at least two days per week.

Equal Opportunity

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, or any other protected class under applicable federal, state, or local law.

Swisslog's FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlan.pdf. Employers are required to provide reasonable accommodation to qualified individuals with disabilities. If you require accommodation, please contact Human Resources at jobs.healthcare.us.swisslog-healthcare.com.