Medical Imaging X-Ray System Support Technician

REQUIRED SKILLS/ATTRIBUTES: Medical X-Ray System – installation, technical support, trouble shooting, ticket resolution Medical X-Ray systems (mechanical, digital, computed), computer networks, wiring diagrams, Windows operating systems Occasional US domestic travel (approximately 10-20%)English is required and Spanish and/or Portuguese is preferred The Medical Radiology X-Ray System Technical Installation/Support Specialist is skilled in servicing digital radiography (DR) equipment. This role involves a deep understanding of the technical aspects of x-ray machines, including their components, operation, and maintenance. In this role, an individual will ensure a high level of customer satisfaction while analyzing, troubleshooting, and resolving technical issues from internal and external customers as it relates to X-Ray systems and components. The support specialist will assist the service team in the development and mentorship of team members, create knowledge articles, and drive business opportunity through contract sales leads as well as billable support revenue recognition. Minimal travel may be required.

Responsibilities include: Monitors service desk ticketing system:

• Makes decisions to ensure adequate response time and support commitments are met within required SLA.Documents, tracks, and monitors the problem to ensure timely resolution.
• Responds to support requests from a variety of communication channels in a prompt, professional, and friendly manner.
• Investigates, identifies, troubleshoots, and solves technical issues for internal and external customers.
• Guides support team to develop, grow, and improve the troubleshooting process, technical knowledge, and performance.
• Assists customers with questions about the software and computing platforms to the best of his/her ability; both in written and verbal formats.
• Creates and edits documentation to ensure accurate information is available for other resources.
• Shares knowledge and coach’s others on technical fixes, assists in training, customer visits, cross functional teams and projects.
• Acts as a liaison bet ween support and development, escalating issues and helping to communicate and document resolutions.
• Communicates with customers, x-ray dealers, IT personnel, etc.
• Advises Systems Manager or Sr. Manager of recommendations for training requirements, areas of improvement, and teamwork prioritization.
• Performs all duties according to standards and policies by which the team operates.
• Works with others to assess system performance, product development and product support.
• Provide product and service support from the inception through end of product’s life cycle.
• Manages excellent relationships between customers, sales, and service support.
• Report all failures through complaint management system.
• Able to perform functions of all positions within department as necessary.
• Provide customer follow up for call center events.
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
• Handle customer problems that appear to arise from the use of the product.
• Maintain high level of customer satisfaction rating.
• Grow and maintain customer satisfaction rating for support:
• Goal is an NPS of 70.Follow Call Quality Plan for their Department:
• Greeting and general phone presence should be professional and courteous
• Minimize phone unattended transfers.
• Establish LEAN 5s (6s) within the department:
• Understand the basic concepts.
• All work areas are neat and organized.
• Tools and paperwork have signs and problems are noted.
• Personal belongings are kept to an area that is small within the workspace.
• Maintain a professional and neat environment.
• Departmental Guidelines (Accountability) Established A set of employee guidelines are established for proper department management:
• Disciplinary protocol is followed if the guidelines are not followed.
• Guidelines are modified and updated based on situations not covered.
• Completes, maintains, and processes pertinent paperwork and training records.
• Timely completion, maintenance, of pertinent paperwork and records.
• Completion of additional projects and assignments as given by management.
• If you can start a new career opportunity working a hybrid position (onsite and remote from home) in Raleigh, NC with 2 weeks’ notice, please rush your resume to be confidentially considered.