Hardware Support Engineer II

Summary:

This position is responsible for providing installation and advanced hardware build out and support services for all RFID (Radio Frequency Identification) enabled pharmaceutical logistics solutions and other healthcare solutions products. This individual will serve as an expert point of contact for all customer hardware support inquiries and will be responsible for the planning of all installations to include travel for installation team(s), shipment logistics (outbound/ inbound), hospital coordination of all shipments, and the tracking, resolution, and fulfillment of all Incidents and Requests. Assists in monitoring of the units via a User Interface while in the office or on call.

Primary Duties and Responsibilities:

• Coordinates and executes all aspects of the installation process with customers, other departments and 3rd party installation resources, to include customer pre-installation requirements (location determination, Ethernet connectivity, etc.)

• Test and perform quality assurance measures on new designs and perform simulations to ensure designs meet specifications

• Conduct rigorous testing of hardware components to ensure performance, reliability, and compliance with industry and product standards

• Diagnose and resolve complex hardware issues reported by Tier 1 support or directly by end-users

• Work closely with software engineers, product managers, and other stakeholders to integrate hardware with software system to provide consistent feedback on hardware performance

• Monitors units to ensure hardware "up time and accuracy" to maximize sales and profit objectives through the direct efforts of the team

• Adheres to Incident and Request Management Standard Operating Procedures to ensure that all hardware incidents and requests are accurately logged, categorized, prioritized, and updated, and that defined Service Level Agreements for response times, incident resolution, and request fulfillment are met

• Utilizes the defined Case Management System to accurately log, categorize, prioritize, and provide timely updates on all assigned hardware incidents, requests, and tasks

• Utilizes the defined Configuration and Asset Management System to accurately track the physical and functional attributes of all assets, as well as the deployment, operation, maintenance, upgrade/refurbishment, de installation, and decommissioning of those assets

• Adheres to the defined Quality Assurance processes and procedures to ensure the integrity of all products. Have daily interactions with users and installation resources, providing feedback to maximize process flow. Provides customers with information on all IT services related to the hardware

• Instructing the customer or related personnel in handling IT aspects of the hardware

• Aids in the development and optimization of Standard Operation Procedures, Work Instructions, Job Aids, Process Flows, Manuals, and tools to support the system, internal staff, and customers

• Works collaboratively with other Cencora departments and customers to ensure the success of initiatives

• Implements and completes various special projects as assigned

• Provides ongoing support to internal/external customers as needed

• Must be willing to travel up to 30% of the time (including local travel)

• Must be willing to work on-call as needed

• Performs other related duties as assigned

Required Skills and Qualifications:

• Requires post-secondary training in fields such as networking, IT architecture, business administration, marketing, computer sciences or similar vocations generally obtained through completion of a four (4) year degree program or equivalent experience; requires a minimum of three (3) years of experience in a broad-based Engineering or IT related position

• Solid ability to analyze hardware configurations

• In-depth knowledge of computer hardware components (ROMs, storage devices)

• Familiarity with various operating systems (Windows, macOS, Linux)

• Experience with network infrastructure (routers, switches)

• Proficiency in using diagnostic tools and software

• Solid time management and organizational skills; high attention to detail

• Customer-focused attitude with strong interpersonal skills

• Ability to communicate effectively both orally and in writing

• Outstanding phone support and customer management capabilities

• Excellent analytical and problem-solving skills

• Ability to work independently as well as part of a team

• Ability to work in a fast-paced environment

• Ability to use Microsoft Office (Word, Excel, Power Point, Outlook)

• Ability to develop documentation (work instructions, protocols, process flows, etc.)

• Solid team player

• Solid leadership skills

• Solid customer service skills Solid follow-up skills

• Scheduling of outside install teams

• Solid ability to work in a fast-paced start up environment

• Solid ability to communicate effectively, both orally and in writing

• Interpersonal skills sufficient to develop and maintain solid cooperative working and business relationships with others

• Must be willing to work extended hours as needed

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 https://www.virtualfairhub.com/cencora

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 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned