Job Details

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Job Description

The Technical Service Specialist is responsible for serving as the primary contact for customer queries and resolutions related to RetinaOS, our advanced inventory management and clinical workflow platform. By assisting our clinics in effectively utilizing this industry-leading solution, the specialist plays a crucial role in ensuring that our clinics can provide patients with the best possible care.  

The main objective of this position is to maintain strong customer relations and provide prompt and effective solutions to any issues that may arise. The specialist may address problems by educating customers on how to use the system and by coordinating with different departments within the company when necessary.  

In addition, this role places a strong emphasis on member satisfaction and retention. The specialist will proactively resolve issues and provide ongoing education to ensure that customers remain satisfied and continue to benefit from our platform. 

Key Responsibilities

• Serve as the primary point of contact for customer inquiries and resolutions related to RetinaOS. Respond to incoming customer support requests in a timely manner, empowering the customer to self-serve if possible. 

• Work with a customer to diagnose and resolve an issue with their inventory and usage of the system. Educate the customer on how various features work when appropriate. 

• Collaborate with other McKesson functions or external vendors to resolve broader issues, such as with purchasing or distribution. Escalate technical issues and feature requests through the appropriate path, providing sufficient summarization, analysis, and justification to make the request actionable  

• Maintain strong customer relations to ensure satisfaction and retention. 

• Provide basic analysis of support requests, include summaries of customer relationships and identification of areas within the application that generate an outsized number of support requests 

Minimum Requirement:

4+ years of Technical Support for customer facing product.

Critical Skills:

• 2+ years’ experience in software customer service.

• Excellent verbal and written communication skills are essential to effectively interact with customers and provide clear instructions and explanations.

• The candidate should have a solid understanding of software applications and be comfortable troubleshooting technical issues related to the RetinaOS platform.

• Must have strong problem-solving skills to quickly identify and resolve customer issues. Should be able to think critically, analyze situations, and propose effective solutions.  

• The candidate should have a customer-centric mindset and be committed to providing exceptional service to our customers. They should be empathetic, patient, and able to handle difficult situations with professionalism. 

• Being well-organized and able to manage multiple customer inquiries simultaneously is necessary. Must be able to prioritize tasks effectively and ensure timely resolution of customer issues.  

• The candidate should be able to collaborate effectively with different departments within the company to address customer issues. They should be a team player and able to communicate and coordinate with colleagues to provide seamless support to customers. 

Additional Knowledge & Skills:

• Prefer previous experience within healthcare 

• Familiarity with inventory management and clinical workflow systems would be beneficial.  

Working Conditions:

• Environment (Office, warehouse, etc.) – 

• Work from home 

Physical Requirements (Lifting, standing, etc.)

• Large percent of time performing computer-based work is required. 

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. 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. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!