Capsa Healthcare

Support Engineer

• Technical customer service and support, primarily via telephone and email
• Provide technical support to external customers focusing on root cause analysis
• Perform service request clarification and product warranty verification
• Provide investigation, diagnosis, resolution and recovery for hardware and/or software problems
• Enter all customer interactions and support details into CRM system in timely/accurate manner
• Identify replacement parts and enter part orders
• Support management with the planning and implementation of service methodologies

Technical Support Specialist

Implementation Specialist

• Lead the installation and commissioning of robotic automation and conveyance systems in central fulfillment centers
• Collaborate with project managers, engineers, and other stakeholders to ensure seamless integration of automation systems
• Develop and execute detailed installation plans, including timelines, resource allocation, and risk management
• Conduct site assessments to determine installation requirements and ensure readiness
• Oversee the setup, calibration, and testing of robotic systems and conveyance equipment
• Provide training and support to on-site staff on the operation and maintenance of automation systems
• Ensure compliance with safety regulations and industry standards throughout the installation process
• Document installation procedures, configurations, and any modifications made during the project
• Create and maintain comprehensive project and process documentation
• Report weekly status updates and identify obstacles or concerns that require resolution, communicating all relevant data to internal departments and external vendor partners
• Identify areas for improvement in the product(s) and implementation process and recommend changes
• Manage all vendor relationships that are associated with delivery of Pharmacy Automation Central Fill equipment
• Other duties or special projects as assigned.

Implementation Engineer – Central Fill

Project Manager

• Lead the planning and implementation of central fill automation projects
• Define project scope, goals, and deliverables in collaboration stakeholders
• Develop detailed project plans, schedules, and budgets
• Coordinate, schedule, and assign internal team members and third parties/vendors as required for flawless execution
• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques
• Measure project performance using appropriate tools and techniques
• Report on Project performance and health, escalating to management as needed
• Perform risk management to minimize project risks
• Establish and maintain relationships with third parties/vendors
• Create and maintain comprehensive project documentation
• Conduct post-project evaluations and identify successful and unsuccessful project elements
• Serve as liaison between customers, suppliers and internal resources to ensure project deadlines and installation schedules are delivered on time and as expected
• Serve as subject matter expert for all technologies in Capsa deployed products in pharmacy automation
• Coordinate with hardware and software engineering teams to promote continuous product improvement
• Coordinate across internal communication channels to promote excellent customer experience

Project Manager – Pharmacy Automation Central Fill

Vice President

• Lead, integrate, and continuously improve nationwide service delivery operations for Clinical Workflow Solutions and Pharmacy Automation
• Build and inspire high-performing, customer-centric service teams; optimize team structure and resources
• Continuously improve quality, responsiveness, and consistency of service delivery and tailor service models to customer segments
• Own Service P&L, develop and execute commercial strategies to grow revenue and improve net income
• Negotiate service contracts and vendor agreements and identify/launch new service offerings
• Report to SVP, General Manager & Customer Success and collaborate with internal stakeholders and external partners

Technical Support Specialist

Implementation Engineer – Central Fill

Project Manager – Pharmacy Automation Central Fill

Vice President, Service