Swisslog Healthcare is hiring a Technical Support Specialist to provide hands-on support and basic issue resolution for customers and internal teams, with a focus on the Translogic product line. This hybrid role supports troubleshooting of both hardware and software, coordinating next steps through Salesforce and SAP to keep cases moving and customers informed.
Role overview
In this permanent position based in Broomfield, CO, you will handle incoming support requests through phone, e-mail, chat, and other electronic channels. You will read technical manuals, work with users to gather information, and use diagnostics to investigate problems while tracking activity and outcomes in internal systems.
Key responsibilities
- Provide support and basic issue resolution to Swisslog Healthcare customers and employees across phone, e-mail, chat, and other electronic media.
- Escalate pending support-related issues to other Swisslog departments when additional analysis and resolution are needed.
- Report escalated case updates and resolutions to the appropriate stakeholders.
- Track requests and ensure issues are resolved and/or escalated promptly and thoroughly using Salesforce and SAP.
- Investigate issues through technical manuals, user communication, and diagnostics to deliver technical support.
- Report any product quality issues to the Quality Manager.
- Update and provide recommended parts lists, promote parts orders, and recommend inventory stocking levels when required.
- Oversee and report on the daily performance of client systems using Bomgar and remote access tools in the Swisslog Healthcare Customer Care Center.
- Work with the Order Entry team to support parts orders, consumables, repair and return of defective parts, and requests for information about customer systems.
- When requested, create Field Service dispatch requests for submittal to Customer Care Managers and maintain the status of open notifications and service work orders as assigned.
- Maintain a clean and professional appearance, support a positive image of Swisslog Healthcare, and follow all company safety policies and procedures.
- Submit required reports, summaries, and documentation, including reviewing TSS documentation, notifications, and escalations prior to submittal.
- Perform other duties as assigned.
Required qualifications
- High School Diploma or equivalent.
- 2 years customer service experience (preferably in a technical field) and/or technical equivalent.
- IT/IT helpdesk background or experience; SQL, Windows, and network experience are a plus.
- Functional electro-mechanical understanding.
- Basic network and database knowledge.
- Ability to read blueprints, schematics, and wiring diagrams.
- Ability to promptly respond to support-related communications via e-mail, phone, and other electronic channels.
- Exceptional interpersonal skills and strong verbal and written communication skills.
- PC software and hardware literacy, including Windows Application experience.
- Computer networking experience.
Preferred (not required)
- Salesforce experience.
- Previous experience or knowledge of Swisslog Healthcare products and systems.
- A.S. Degree in Electronic Engineering Technology, vocational school, or related 4 years military experience or technical equivalent.
Tools and technologies
Salesforce, SAP, Bomgar, SQL, Windows, remote access systems, blueprints, schematics, wiring diagrams.
Pay and benefits
$55,000 - $64,000 per year. Benefits include medical / dental / vision insurance, tuition reimbursement, disability, and 401k matching (up to 8%).
Schedule and location notes
This is a hybrid position. The selected individual will live in the Denver, Colorado metropolitan area and report in person to the Westminster office at least 2 days per week. The role involves a swing/evening shift with 4/10’s scheduling, weekend work (minimum of 1 weekend day), and holiday work may be required.
