Job Description

This position is responsible for providing installation and support services for all Cubixx products. Cubixx is an RFID (Radio Frequency Identification) enabled pharmaceutical logistics solution. This individual will serve as the first point of contact for all customer support inquiries, and will be responsible for the planning of all Cubixx installations to include travel for installation team(s), Cubixx 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 Cubixx units via a Cubixx User Interface while in the office or on call. Key Customers include accounts with hospitals, emergency rooms, hospital blood banks, hospital pharmacies, stroke centers, and pharmaceutical manufacturers.

• Coordinates and executes all aspects of the Cubixx installation process with customers, other departments and 3^rd party installation resources, to include customer pre-installation requirements (location determination, Ethernet connectivity, etc.).
• Trains Clients on Cubixx product functions and general troubleshooting.
• Monitors Cubixx Units to ensure hardware “up time and accuracy” in order to maximize sales and profit objectives through the direct efforts of the Cubixx team.
• Adheres to Cubixx Incident and Request Management Standard Operating Procedures to ensure that all 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 incidents, requests, and tasks.
• Utilizes the defined Configuration and Asset Management System to accurately track the physical and functional attributes of all Cubixx 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 Cubixx 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 Cubixx.
• Instructing the customer or related personnel in handling IT aspects of Cubixx.
• Aids in the development and optimization of Standard Operation Procedures, Work Instructions, Job Aids, Process Flows, Manuals and tools to support the Cubixx system.
• Works collaboratively with IT, Pharmacy and Clinics department to ensure the success of the Cubixx initiatives.
• Implements and completes various special projects as assigned.
• Provide ongoing support to internal/external customers as needed.
• Must be willing to travel up to 50% of the time (including local travel).
• Must be willing to work on-call as needed.
• Performs other related duties as assigned.

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) to five (5) years of experience in a broad based Engineering or IT related position.

• Solid ability to analyze hardware configurations
• Solid time management and organizational skills; attention to detail
• 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 enough to develop and maintain solid cooperative working and business relationships with others
• Must be willing to work extended hours as needed

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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