Technical Support Eng - req1744OVERVIEWProvide modality-specific technical service support within a prescribed region to Field Service Engineers (FSE) and Technical Support Specialists (TSS) for resolution of complex customer situations. Recommendations and actions should be focused to drive the region to technical self reliance. May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance. Credentialing requirements, including Covid vaccinations, are a condition of employment for this position.
RESPONSIBILITIES- Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
- Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
- Participate in Technical Operations’ modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
- Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
- Participate in the installation of new products within the region.
- Support the Beta testing of Field Maintenance Instructions (FMI's) occurring within the zone. Monitor the status and facilitate the completion of all FMI's within the region.
- Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
- Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
- Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
- Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
- Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
- Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
- Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front line staff. Network with other zones to share technical information.
- Support zone service marketing efforts.
- Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
- Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
- Escalates technical issues and inquiries, as needed.
- Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
- Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
- Contributes to and generates knowledge articles per P&P.
QUALIFICATIONS- Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
- Proven ability in developing and maintaining effective internal and external working relationships.
- Must maintain active motor vehicle/driverâs license from the state where the employee resides.
- 4 Year Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree.
- 5 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
- In-depth knowledge of two or more products within a specific modality.
- Prior field Technical Support experience.
- 7 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
- In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
- Pay Information: Min: $96,000 to $155,000 Annual Equivalency (DOE)
