Roles & Responsibilities
This position is for a Tier 2 support role in a three-tiered technical support model, specifically focused on providing technical support for Pharmacy Automation (PA) products. Ensuring that Pharmacy Automation products seamlessly integrate with Hospital Information Systems is a primary responsibility. This includes the daily technical support of any integration issues that may arise during the daily operation. Support investigating and troubleshooting technical issues reported by customers or Tier 1 team. Identifying the root causes of issues and problems encountered by customers or Tier1 team with an in-depth analysis of system logs, data, and interactions to pinpoint the source of the problem. Collaborating with Tier 3 support when issues cannot be resolved at the Tier 2 level. Tier 3 support typically involves more specialized and complex technical expertise, and Tier 2 support may escalate cases to them when necessary. Keeping detailed records of all customer interactions, troubleshooting steps, and resolutions. The documentation is crucial for tracking recurring issues, maintaining a knowledge base, and ensuring quality customer service. Effective communication with both customers and Tier 1 team is essential so as to have a clear and timely updates on the progress of issue resolution and offering guidance and instructions to customers.
Responsibilities:
- Install and configure the pharmacy automation system software
- Support and implement the interface program between hospital information system and pharmacy automation system
- Support pharmacy automation system installation, testing, and commissioning
- Provide technical support to internal and external customers
- Work directly with PA level to get customer problems resolved
- Provide coaching and mentoring to field service engineers
- Propose changes and improvements to increase the efficiency of products and systems
- Give support in evaluating/testing new components/suppliers
Requirements:
- Diploma/Degree in Information Technology
- Professional experience of around 3 years in Software Department
- Have a thorough understanding of the Software release cycles
- Understand IT network and have experience on LAN/WAN
- Able to isolate root cause for product defects and reproduce customer issues
- Able to conduct multi-vendor troubleshooting
- Excellent skills in problem solving and communication
- SQL language and Database technologies (e.g. MySQL, Oracle, etc…)
- Experience in object-oriented SW programming/ development (C++, Java, Python, Scala etc. is preferred)
- Customer-focused & Good communication skills across multiple levels of management and Stakeholders with continuous improvement mindset
- Requires providing support (include. Weekend/p. holiday) in local hospital pharmacies when called upon
- Ability to travel internationally for up to 2 weeks
- Take up project assignment on customer change request
Desirable but not Essential:
- Experience with automation systems.
- Experience in installing SQL DB and Server operating system
- Experience in hospital language (HL7)
- Experience in product development from initial investigation to manufacturing introduction
