Customer Support Engineer

Company Overview

PerceptiMed is a group of creative and energetic people building a revolutionary, state-of-the-art, medication-verification system that dramatically improves safety within pharmacies, long-term care facilities and hospitals. The unique, benchtop device eliminates human error when fulfilling prescriptions and administering medications to patients.  PerceptiMed’s pharmacy will-call locater product improves customer safety and enhances the workflow at will-call prescription pickup.

PerceptiMed’s industry-leading VeriFill™ technology platform (image processing, computer vision, pattern recognition, embedded software, hardware, and firmware) was built by our interdisciplinary entrepreneurial teams.

We are passionate about our customers, our products, our technology, and our vision. We are a hard-working crew, dedicated to the development of our unique life-saving technology, while having fun in the process!

Summary

The support engineer will provide direct phone and remote access support for PerceptiMed products within pharmacy locations ranging from small independent retailers to large national chains and within extended care facilities.

The support engineer will be the first in-house technical support staff and will assist the Director in creating the department infrastructure. This is a unique opportunity for a person who is laser customer focused, flexible, has excellent verbal and written skills, is willing to work in an environment of growth and contribute to the future development of the company.

The support engineer will respond to customer requests for support from the CRM and remotely restore, repair or determine replacement components for PerceptiMed products and supporting interface components such as WiFi system, PC’s, scanners and cabling. He/she troubleshoots hardware components, device interconnectivity and PC applications involving LAN and USB protocols, sensors and cameras. He/she will also be involved with field installations to assist with overflow of field activities.

The support engineer is a pivotal company representative, professionally representing PerceptiMed in all customer communications, expected to exceed the customer’s anticipated level of service and always act in a professional, courteous manner.

This opportunity is to join PerceptiMed as a key member of the support team at the early stages of product deployment into a growth marketplace.

Responsibilities

  • Provide technical support for all PerceptiMed products, peripheral devices and interfaces to customer equipment
  • Deliver on-site or remote user training for new and existing customers
  • Run diagnostic utilities to collect information related to root cause of issues observed during installation and maintenance
  • Analyze log files to resolve product functional errors
  • Interface and escalate with company hardware and software development departments to identify, report, and resolve defects and communicate enhancement requests
  • Accurately report all customer issues in the CRM and initiate action to resolve customer trouble reports
  • Work with pharmacy personnel to resolve issues while maintaining their general business workflow
  • Provide overflow support for installation and service activities during early company growth
  • Must possess a high degree of accountability, be proactive and follow up with customers while exceeding expectations for timeliness, quality of work and punctuality
  • Assume the role of customer advocate to represent the customer within PerceptiMed and ensure product issues, information queries and product feature requests are understood, appropriately routed and efficiently resolved

Qualifications

  • Basic knowledge of LAN and Wi-Fi network operation principles, practices, and equipment
  • Understanding of navigating the Windows operating systems, analyzing device status using Device Manager and resolving Windows install and device driver issues
  • Skilled with installing and mounting computers and peripherals using industry standard cable and power installation practices and when needed, using hand tools
  • Experience installing computer network component devices, diagnosing and resolving inter-device issues
  • Operate in a fast-paced work environment where workload and deadlines can vary weekly
  • Possess intrinsically strong customer service engagement skills and the ability to communicate with both technical and non-technical personnel
  • Skilled at delivering customer-level product training to a diverse audience
  • Work cooperatively and professionally with pharmacy personnel to complete required work.

Experience and Requirements

  • 2 years providing technical support using remote diagnostics support
  • 2 years of experience installing computer network component devices
  • 3 years of exemplary customer service engagement skills
  • 2 years of experience interfacing with CRM for tracking service ticket activity
  • Experience in a pharmacy or hospital environment is a plus
  • Familiar with SQL database concepts is a plus
  • Education – Associates Degree or 2-year Technical School Diploma
  • Possess a current driver’s license and able to rent a car
  • Pass a background and credit check
  • Must be able to occasionally work weekends
  • Will need to work outside pharmacy business hours
  • Must be available to be on-call 24×7
  • Will be occasionally lifting 60 lbs.
  • US overnight travel required, 25% and decreasing over time

Employment Type

  • Full-Time

Job Location

  • Mountain View, CA

Please send your resume to jobs @ perceptimed.com