Multi-Vendor X-Ray Technical Support Engineer
Remote
This position is the technical resource for all service-related escalations regarding X-ray modality product families and should include some or all of the following X-ray product background experience: Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji.Job Description
Provide remote and on-site technical support for Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji X-ray products.
Use successful, effective field experience and knowledge to provide technical support to FE's, CST's, and customers that may include both remote and onsite support.
Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
Support Material and Purchased Service cost improvement initiatives for the modality.
Within project engagement, act as a change agent/ field ""advisor"" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth.
This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates.
Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business.
Serves as subject matter expert (SME) for FE modality training as adjunct instructor through the Service Quality Standard (SQS) training curriculum.
Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.
Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy X-ray modality products. Knowledge and experience using Siebel Customer …
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Benefits/Perks401(k) Plan Accident Insurance Challenging careers Competitive benefits package Competitive compensation Dental Life, disability, and accident insurance Medical Medical, Dental, Vision Paid Time Off Professional development Tuition reimbursement Vision
Tasks- Collaboration
- Maintenance
- Resolve customer issues
- Technical Support
Biomedical Engineering Coaching Collaboration Communication CRM Customer Relationship Customer Relationship Management Customer Satisfaction Customer service Diagnostic Imaging DICOM Engineering Financial analysis Leadership Lean Maintenance Microsoft Suite Networking PACS Process Regulatory standards Relationship Management Reliability Repair Service Six Sigma Software Technical Support Training Troubleshooting Ultrasound Web applications X-Ray
Experience5 years
EducationAS Associates Associate's Degree Bachelor's Bachelor's degree Biomedical Engineering Business GED High school diploma High school diploma/GED Related Field
Certifications TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9