Technical Support Specialist, X-Ray Level 2

Job Title: Technical Support Specialist FLSA Status: Exempt

Department: Technical Support

Reports To: Technical Support Manager

SUMMARY

Provide technical assistance to customers and employees on all systems. Provide the in-house resource on product information.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources
• Interface with various levels of management (both internal and external)
• Interact with Sales force to make judgments and recommendations for the best usage and best products for specific medical practices evaluated
• Attends trade shows, seminars, and training classes, as needed
• Recommend feasible changes to the Company processes and procedures that provide cost savings and/or efficient alternatives for current programs
• Conduct training on product lines, as needed
• Create workaround procedures when standard procedures have failed to ensure issues are resolved in a timely fashion
• Other duties as assigned
• Primary responsibilities will include providing electrical, electronic, mechanical and radiologic technical installation and troubleshooting information for radiographic and fluoroscopic x-ray systems with field service engineers, radiologic technologists and co-workers by way of telephone, e-mail and in-person.
• Responsible for ensuring customer records are updated to include details of service requests, status of requests, and action items for completion
• Provide 1st and 2nd tier support, demonstrating, training, and troubleshooting for our direct and indirect customer base
• Support internal and external technicians and end-users

QUALIFICATIONS/REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, knowledge, skill, and/or ability required:

• Ability to solve problems
• Ability to work late when required
• Associate Degree in electronics or equivalent experience
• Excellent dispute resolution skills
• Excellent conflict/customer management interaction skills
• Always portray a professional demeanor
• Knowledge of x-ray industry is preferred
• Excellent communication skills (verbal and written)
• Ability to work effectively as part of a team
• 5 years of radiographic, fluoroscopic and digital radiographic systems experience preferred but not required
• Ability to read and understand circuit board layouts and schematics
• Knowledge of Microsoft Office Products (Word, Excel and Outlook)
• Ability to travel on behalf of the company, if required

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals may need to sit or stand as needed. May require walking primarily on a level surface periodically throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The performance of this position may occasional require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.