Hardware Support Engineer II

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

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

What Cencora offers

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.