McKesson Support Analyst in Quebec, Canada

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Job Summary

The Support Analyst is responsible for troubleshooting and resolving issues related to mechanical failures, computer hardware failures, software failures, network problems and user issues, and supports new client implementations. The Support Analyst must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. McKesson Automation products are in mission critical areas of the hospital and retail pharmacy environment, therefore, decisions must be made to assure maximum “uptime” for the equipment. Although escalation resource is available, we expect the Analyst to close over 70% of incoming tickets.

Specific Responsibilities

  1. Monitor the incoming call queue and answer calls to maintain established service levels.Filter all cases (tickets) by assigning the appropriate resource or department and assigning the appropriate priority and classifications within allocated times defined.Record and/or maintain accurate information within ticketing system for all Automation systems.

  2. Diagnose and resolve technical issues for Internal/External customers via a diversity of internal tools, software, hardware, network, and database issues with all supported systems of Automation products.

  3. Utilize prioritization and time management skills to escalate requests as needed.

  4. Communicate and document technical issues and resolutions within knowledge base and across team.

  5. Properly document all customer interactions and troubleshooting actions into the department’s call tracking system. Manage open calls to ensure appropriate resolution time.

  6. On call support required after-hours and on weekends on rotating schedule. Scheduled after-hours work required as needed in order to provide support, meet project timelines, and to accommodate internal/external Customer.

  7. Conduct follow-ups internally and with the client until the request is resolved.

  8. Proactively identify trends at customer sites with respect to hardware and software that can lead to problems.

  9. Answer questions related to orders and give pricing of consumables to clients

  10. Able to acquire technical knowledge for all new products and solutions that need to be supported.

  11. Remotely assist and support field service technicians.

  12. Customize application configuration and reports to fit customer needs.

  13. Schedule and implement software updates.

  14. Other duties as assigned.

Skills and abilities required

  1. In-depth computer knowledge, including the following but not limited to Windows XP/7/8 Workstation (administration of domains, users and group privileges) & SQL (an asset)

  2. Must understand the functioning of basic mechanical and electronic systems and be able to explain them clearly.

  3. Experience in the repair of mechanical and electronic equipment is an asset.

  4. Team player always ready to offer assistance to peers and supervisor in reaching personal and team goals.

  5. Flexible, creative, self-motivated, with good interpersonal skills

  6. Must be perfectly bilingual in French and English and show good oral and written skills in each language.

  7. Knowledge of remote access software (PCAnywhere, Remote Desktop)

  8. Ability to communicate easily with individuals from various sectors

  9. Experience in robotics or biomedical equipment would be an asset.

  10. Ability to develop and interpret technical documentation.

Working Conditions

  1. Work hours are established according to the needs of clients and Automation.

  2. Position requires rotating shifts between 7:30 to 15:30, 8:30 to 16:30 and 11:00 to 19:00.

  3. The Support Analyst is part of a rotation for off hours service call.

  4. On call support required after-hours and on weekends.

  5. May require occasional off hour work and overtime.

Minimum Education Requirements

1.Collegial degree with studies in computer science, electronics, robotics or equivalent related training preferred.

2.Minimum of one year related experience, preferable in a customer service environment.

3.Minimum of one year experience working with a relational database and/or robotics or electronics experience preferred.

4.Computer literate in Microsoft Office Software

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Agency Statement

No agencies please.

Recruiting Disclaimer

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson Canada on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson Canada attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

By providing your application to McKesson Canada you hereby consent to McKesson Canada obtaining personal information regarding you that is related to the position applied for. You also consent to McKesson Canada transferring your application details to our recruitment partners for their review and assistance. You also consent to McKesson Canada keeping your application on file.

McKesson Canada is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Job: Data Management

Organization: McKesson Canada

Title: Support Analyst

Location: Canada-Quebec-Saint-Laurent

Requisition ID: 18004420