Technical and Field Support Engineer

The state of healthcare is complex, but our shared purpose isn't: Help people get the medicine they need to live healthier lives. CoverMyMeds solves medication access challenges for patients throughout every step of their journey through a unified brand that now encompasses RelayHealth, RxCrossroads by McKesson, McKesson Prescription Automation and CoverMyMeds.

Our combined experience spans nearly 90 years and together, we're applying our expertise to solve some of the biggest problems in healthcare. We accelerate innovative solutions for problems like medication affordability and adherence in way that everyone wins -- from providers to pharmacies, payers to biopharma and, especially, patients. By combining automation and expert intervention, the company provides prior authorization, prescription decision support, specialty patient support, core adjudication network, patient assistance programs, clinical and behavioral adherence, and patient empowerment solutions.

We're proud to be an integral part of McKesson Corporation and embody the shared values and leadership behaviors of the greater organization. We understand the importance of a system that works together. Your expertise, drive and passion can help us carry out our mission to improve lives and advance healthcare.

Key Responsibilities

• Provide engineering support to resolve complex customer technical issues. Diagnose if issues are related to application defects, controls and/or hardware issues, server/domain/client environment or database defects
• Assist a pool of over 60 strategic customers to place spare parts orders.
• Aid the purchasing/procurement process by tracking tickets within JIRA.
• Follow through with customer requests and develop a better solution for purchasing/spares and warranty items the customers need.
• Align and streamline documentation protocols.
• Secondary responsibilities would be to document activities in CRM databases (JIRA, WIKI) and author knowledgebase documentation on troubleshooting issues related to software products and hardware devices.
• Actively participate in cross functional teams that may include Software Engineering, Product Management and Hardware Engineering.
• Participate in Customer calls when applicable for spares/warranty related efforts
• Assist EOL product efforts with our in-house EOL team.

Minimum Requirements

• 1-2 years' experience providing technical support, purchasing, procurement or similar. Experience with pharmacy automation preferred.

Critical Skills

• Good understanding of Microsoft Windows.
• Experience with troubleshooting software and hardware issues.
• Knowledge of the diagnosis, repair & debugging of software or hardware automation a huge plus.
• Strong written and verbal communication skills.
• Strong organization skills for tracking of multiple issues simultaneously.

Additional Knowledge & Skills

• Able to work independently.
• Knowledge of local networking, including Ethernet and TCP/IP configuration.
• Considerable problem-solving aptitude.
• Computer hardware, networking, or communication knowledge.
• Knowledge of Automated refill centers and pharmacy management systems a plus.

Education

• Associate's degree or equivalent experience in diagnosing and troubleshooting software and hardware automation.

Working Conditions:

• Environment (Office, warehouse, etc.) is work from home.

Physical Requirements

• General Office Demands - sitting for long periods of time.

At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.