Technical Support Specialist - Transport Automation

Kuka Systems GMBH Branch Office Paris; Broomfield (CO); Hybrid; USD 55,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Tuition reimbursement

401(k) matching (up to 8%)

Disability insurance

Job summary

Swisslog Healthcare in Denver, CO is hiring a hybrid IT/helpdesk support technician to guide Swisslog customers and employees through issues via phone, email, chat, and remote tools. You will document cases, escalate when needed, and coordinate with other departments to resolve problems.

The role requires at least 2 years in customer service or technical support, knowledge of SQL, Windows, and networking, and the ability to read schematics.

Qualifications

• Minimum 2 years of customer service experience in a technical field.
• IT/helpdesk background with knowledge of SQL, Windows, and networking is a plus.
• Ability to read blueprints, schematics, and wiring diagrams to extract technical information.
• Strong verbal and written communication skills and customer-focused mindset.

Responsibilities

• Provide first-line support to customers and employees via phone, email, chat, and other channels.
• Escalate complex issues to appropriate Swisslog departments and track progress.
• Document and report case updates in Salesforce/SAP as applicable.
• Assist with parts orders, returns, and information requests about systems.
• Generate Field Service dispatch requests when required and maintain case status.

Skills

Customer service

Technical support

Communication skills

IT helpdesk

Education

AS/AS in Electronic Engineering Technology

Tools

SQL

Windows

Networking

Schematic reading

Job description

• Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic media.
• As needed, promptly escalating 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 that issues are resolved and/or escalated both 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 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 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.
• At the request of customers, 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.

Make an impact

• Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic media.
• As needed, promptly escalating 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 that issues are resolved and/or escalated both 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 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 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.
• At the request of customers, 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.

Please Note

• This is a hybrid position. This individual will reside in the Denver, Colorado metropolitan area and will report in-person to our Westminster office at least 2 days per week.
• Swing/evening shift, 4/10’s, weekend work (1 weekend day minimum), holiday work may be required

Application Requirements

• High School Diploma or Equivalent.
• IT/IT helpdesk background or experience – knowledge of SQL, Windows, network experience a big plus
• 2 years 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 skills).
• Strong verbal and written communication skills.
• PC Computer software and hardware literate; Windows Application experience.
• A.S. Degree in Electronic Engineering Technology, Vocational school, or related 4 years 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 years military experience or technical equivalent.

Compensation

Salary range for this position is $55,000 - $64,000. 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%).