Remote Position
Technical Support Specialist – X-Ray Systems
🌍 Remote · United States
💼 Full-time
Job Description:
- Serve as an escalation point of contact for service support management
- Monitor the service desk ticketing system and meet required SLA response commitments
- Document, track, and monitor problems through timely resolution
- Respond to support requests across multiple communication channels
- Investigate, identify, troubleshoot, and resolve technical issues for internal and external customers
- Develop and improve troubleshooting processes, technical knowledge, and team performance
- Assist customers with software and computing platform questions
- Create and edit technical documentation and knowledge articles
- Share knowledge, coach and mentor Support Specialists, and assist with training
- Support customer visits, cross-functional teams, and projects
- Liaise between Support and Development, escalating issues and documenting resolutions
- Communicate with customers, X-ray dealers, IT personnel, and other stakeholders
- Coordinate corrective action efforts
- Assess system performance, product development, and product support
- Provide product and service support throughout the product life cycle
- Maintain relationships among customers, Sales, and Service Support
- Report failures through the complaint management system
- Provide customer follow-up for call center events
- Advise management on training needs, improvement areas, prioritization, and product development issues
- Maintain customer satisfaction and support NPS goal of 70
- Follow the department’s Call Quality Plan and LEAN 5S (6S) standards
- Complete and maintain paperwork and training records
- Complete additional projects and assignments as directed by management
Requirements:
- Excellent deductive reasoning and troubleshooting skills
- Ability to respond to frequent demands from multiple customers
- Ability to work in a fast-paced, multitasked work environment independently and as a member of a team
- Understanding of radiology principles
- Excellent interpersonal skills and ability to articulate information to technical and nontechnical personnel
- Working knowledge of computer networks, wiring diagrams, and X-ray systems, including mechanical, digital, and computed systems
- Familiarity with medical software is a plus
- Proficient in Windows OS and Network Server environments
- Excellent verbal and written communication skills
- Strong attention to detail when transcribing communications into the service ticketing system
- Ability to work professionally and helpfully with customers, dealers, and Konica Minolta staff
- Organized and punctual
- Multilingual skills, particularly Spanish and/or Portuguese, are a plus
- Ability to read highly technical repair information and manuals
- Call center experience and extensive customer contact experience are valuable and critical to success and staff development
- Bachelor's degree or related technical education/experience
- 5+ years of experience servicing, installing, and maintaining medical X-ray systems and components
- Medical technical support call center experience is helpful
Benefits:
- Optional work from home arrangement
- Minimal travel may be required
- Domestic travel approximately 10–20% to alternate KMHA sites, training or installation events, and possibly Sales/Service Conferences