McKesson Support Specialist/Agency 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 Specialist is responsible for providing advanced software support to McKesson Canada customers and McKesson staff. He or she is responsible for troubleshooting and resolving more complex or time consuming issues related to computer hardware failures, software failures, network problems and SQL database related issues. The Support Specialist also supports implementation and integration of McKesson Automation products. The Support Specialist must exercise independent judgment to determine the source of a problem and the most appropriate way to resolve it. McKesson 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. We expect the Support Specialist to resolve all issues that do not require development (code writing).

Specific Responsibilites

1 . Answer calls and requests to maintain established service levels.

  1. Troubleshoot more complex software, hardware, network and SQL database issues with greater resolution time requirements escalated by Support Analysts for assigned products.

  2. Write SQL/Windows/XML scripts to resolve/troubleshoot data related issue.

  3. Remote connect to customer sites to perform tasks such as (but not limited to): performance analysis of client systems and databases, and execute scripts as necessary based on problems encountered.

  4. Perform Software upgrade and migration to new platform.

  5. Handle escalations of urgent customer issues and internal requests.

  6. Responsible to keep Automation Databases in good state regarding migration, size, version and data accuracy.

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

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

  9. Collaborate with project manager and Implementation coordinator during implementation of new sites.

  10. Support new customers during implementation and go live.

  11. Responsible to work with customers IT department to ensure site readiness and escalation after go live.

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

  13. Proactively identify trends at customer sites with respect to software that can lead to problems.

  14. Practice professional telephone etiquette and manage customer expectations until issue is closed or escalated.

  15. Remotely assist and support field service technicians.

  16. On site installation of new machines could be required.

  17. Other duties as assigned.

Skills and abilities required

  1. Good knowledge of relational databases preferably using MS SQL

  2. Knowledge of object oriented programming (ex: VB.Net-an asset)

  3. Knowledge of computer hardware and network configurations.

  4. Knowledge of Windows XP/7/10 Workstation (administration of domains, users and group privileges)

  5. Concrete experience in a customer service environment.

  6. Must be bilingual (French and English) with good oral and written communication skills.

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

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

  9. Knowledge of HL7 standard is an asset

  10. Knowledge of pharmacy workflow is an asset

Working Conditions

  1. Office environment during business hours.

  2. May require occasional off hour work and overtime.

  3. Occasionally travel to customer sites to resolve more complex issues. A car is required.

  4. Ability to travel to the USA and Canada a must.

  5. The Support Specialist is part of a rotation for off hours service call.

Minimum Education Requirements

  1. College or University degree in Computer Sciences, Computer or Software Engineering.

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.

McKesson is an equal opportunity and affirmative action employer.

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 Specialist/Agency

Location: Canada-Quebec-Saint-Laurent

Requisition ID: 18002826