Technical Support Engineer - EQ
Technical Support Engineer - EQ (Remote)
POSITION SUMMARY
Technical Solutions Engineer (TSE) is a geographic resource responsible to provide escalated technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible upon escalation and to restore customer business operations. The TSE role is also responsible for training of Remote Support and Field personnel with the goal of increasing first contact/visit resolution rates. As part of a team, responsible for Root Cause Analysis and determining problem trends and proactively taking actions to identify issues and remove errors. This role is responsible for interfacing with manufacturing/R&D for change requests and defect prioritization.
GENERAL
- Ability to make decisions independently through the exercise of good judgment and situational analysis
- Proficiency in DICOM protocols and computer networking, understanding and awareness of current information technology, infrastructure and systems. Any network certifications such as A+ or Net+ are a plus
- Knowledge and skill in using Microsoft Word and Excel
- Demonstrates a cognitive ability to visualize and also to quickly learn new concepts, information and vocabulary
- Demonstrates skills in problem analysis, multitasking, organization, data collection and record keeping
- Demonstrates ability to establish effective working relationships
- Demonstrates ability to solve problems and to provide immediate solutions
- Excellent written and verbal communication skills in English as well as be able to demonstrate superior customer service and interpersonal relations skills on a daily basis (additional language a plus and may be a requirement based on geography)
- Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and effective working relationships with other service/support groups
- Advanced Technical skills on assigned Products based on requisition
- Advanced Technical skills on operating systems
- General knowledge of database theory and design, distributed computing architecture, storage technologies and networking
- Technical document writing
- Awareness of potential business impact
- Awareness of radiological and dental customer operations and workflows
- Possess a valid driver's license and hold a good driving record
- Willingness to use personal car for service calls
- Ability to travel within geography; Occasional international travel may be required
- Available 24x7 via phone and rotate on an on-call status
JOB DUTIES/RESPONSIBILITIES
- Provide professional, courteous and prompt escalated technical support to both internal and external clients and colleagues and act as Technical contact with the customer during the whole incident lifecycle
- Incident identification and logging
- Research and resolve highly complex customer issues in an accurate and timely manner as specified within company standards and guidelines
- Resolve live-line calls as needed or directed by supervisor
- Incident categorization, raising Request for Change (RFC, CR) to change management process when needed
- As part of a team, perform RCA and contribute necessary data for trending defect rates and perform statistical analysis of data
- Dispatch parts and field engineers exercising judgment to support and balance organizational objectives of cost reduction and improved customer satisfaction
- Perform on site activities when required
- Document issues and resolutions thoroughly in the CRM and authorize replacements and validation check of field dispatch work requested by remote support team and edit and/or create trouble shooting or training documentation for related products.
- Communicate with internal and external sources (within Carestream) regarding escalated customer support issues
- Travel and assist as needed with delivery of yearly events such as trade shows, user meetings, external/internal trainings as needed
- Travel internationally as required to attend training at manufacturing facilities or training centers related to product launches and product certification
- Troubleshoot equipment to the electronic component level to determine root cause for defect correction purposes
- Troubleshoot and test software issues to provide reproducibility and information that can be acted on for defect correction and Problem identification
- Submit detailed and accurate documentation in the appropriate internal systems of all work performed
- Create and publish knowledge for distribution and provide updated communication of new findings to Remote Support and Field regarding identified solutions, defects, or other valuable information
- Develop, deliver and maintain training and training materials for field and remote support to include interim hit trainings to cover high impact issues occurring in the field base
- Create, publish and maintain procedures, policies or other internal documentation as needed for training, testing, troubleshooting, etc.
- Responsible for approval of modification requests to standard installation protocols and proposing modifications for non-standard installations or challenging site requirements. Develop optimal solutions for military dental deployments and 3rd party integrations as needed
- Manage high workload and balance multiple simultaneous priorities and objectives
- Participate in international conference calls with manufacturing/R&D teams to escalate defects for resolution and represent Global Service in Gate participation as requested
- Provide input for new products, features, product usability and supportability
- Participate in TTS, beta during initial product launch as part of a team to identify and present solutions, modifications, enhancements not limited to packaging, cosmetic, electrical component and wiring configurations and supportability issues.
- Responsible for providing input to system specifications, selection of computers and internal components used for acquisition
- Responsible for design and maintenance for pre installations site survey documentation
- Responsible for Test Bench deployment for testing components with equipment, maintenance of test protocol and procedure to manufacturing specifications
- Maintain and manage internal labs, inventory, tools and equipment to ensure functionality and usability.
- Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
- Proactively report any potential risk in terms of data integrity, data security, legal impact or service interruption
- Follow proper procedures and protocol and adhere to appropriate external and internal regulatory compliance
- Conduct all business with integrity and professionalism and maintain ethical standards
- Support and promote a healthy, professional and positive work environment
- Perform tasks as assigned by supervisor
EDUCATION
- Bachelor of Science Degree in Electrical, Computer, Mechanical, Industrial Engineering or other equivalent engineering program
- An associate degree will be accepted if coupled with extensive relevant field/design experience and or relevant Military training/education.
- Proficient understanding of electronic components, schematics and power systems.
- Proficient understanding of standard tools used in and service and testing of electronic, mechanical and computer systems.
- Capable of moving test equipment from a vehicle to and from the customer site.
DESIRED
- Fluent in French or Spanish or Portuguese
- Proficient knowledge in the service, operation and maintenance knowledge of medical x-ray systems. ITIL v3
- Six Sigma Green or Black Belt Certification
- 3 years of field service engineering experience in medical/dental imaging, preferably with CT systems or equivalent
- Able to lift 70lbs
- Citrix experience configuring Citrix workstations / log ins;
- Experience troubleshooting Hosted (Cloud) networks
Remote work available.