Technical Support Specialist - Transport Automation

Swisslog Healthcare is hiring a Technical Support Specialist to support customers and internal teams using the Translogic product line. In this hybrid role based in Broomfield, Colorado, you will troubleshoot hardware and software issues, coordinate escalations, and help keep client systems running smoothly through remote monitoring tools.

You will handle support requests through phone, email, and chat, use Salesforce and SAP to track and manage cases, and work closely with internal technical teams to drive timely resolutions. When problems require deeper analysis, you will escalate cases across the organization and report updates to the relevant stakeholders.

Key Responsibilities

• Provide support and basic issue resolution to Swisslog Healthcare customers and employees via phone, email, chat, and other electronic media.
• Escalate pending support-related issues to the appropriate Swisslog departments when needed.
• Track requests in Salesforce and SAP, ensuring issues are resolved and/or escalated promptly and thoroughly.
• Read technical manuals, consult with users, and perform diagnostics to investigate issues and deliver technical support.
• Update escalated case progress and communicate resolutions to the appropriate stakeholders.
• Identify and recommend parts lists, promote parts orders, and suggest inventory stocking levels as required.
• Oversee and report on daily client system performance using Bomgar and remote access systems in the Swisslog Healthcare Customer Care Center.
• Coordinate with the Order Entry team on parts orders, consumables, repair and return of defective parts, and system information requests.
• When requested, create Field Service dispatch requests for submittal and maintain the status of open notifications and service work orders as assigned.
• Report any product quality issues to the Quality Manager.
• Maintain a clean, professional appearance and support a positive image of Swisslog Healthcare.
• Follow and enforce all company safety policies and procedures.
• Review TSS documentation, notifications, and escalations prior to submittal, and submit required reports and documentation.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or Equivalent.
• 2 years of customer service experience (preferably technical) and/or technical equivalent.
• IT/helpdesk background, including knowledge of SQL, Windows, and networking (network experience is a big plus).
• Functional electro-mechanical understanding.
• Basic network and database knowledge.
• Ability to read blueprints, schematics, and wiring diagrams to extract technical information.
• Ability to promptly respond to support-related email, phone calls, and other electronic communications.
• Exceptional interpersonal skills and strong verbal and written communication.
• PC hardware and software literacy, including Windows application experience.
• Computer networking experience.

Preferred / Desirable

• Salesforce experience.
• Previous experience or 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 (preferred).

Tools & Technologies

• Phone, E-mail, Chat
• Salesforce, SAP
• Bomgar
• Windows
• SQL

Compensation & Schedule

• Salary range: $55,000 - $64,000 per year; commensurate with experience and skillset.
• Hybrid role: residence in the Denver, Colorado metro area; report in-person to the Westminster office at least 2 days per week.
• Swing/evening shift, 4/10’s, weekend work with minimum 1 weekend day; holiday work may be required.

Benefits

• Medical / dental / vision insurance
• Tuition reimbursement
• Disability
• 401k matching (up to 8%)

Location: Broomfield, CO, United States (Hybrid). Position type: Permanent.