X-Ray / Medical Systems Technical Support Engineer

X-Ray / Medical Systems Technical Support EngineerYou will be based in the Cincinnati, OH area and responsible for providing support to end users, BMETs and  Field Engineers on medical imaging products in the field.  This is a Level II/II technical support with primarily phone support but we would prefer a Field Engineer or Technical Support Specialist who has been in the field or worked as a Clinical Engineering Tech in a Radiology or Clinical setting. Any knowledge of Windows would be a plus as their systems connect to the hospitals DICOM systems.  For the first year, there will be some travel for training but after that you travel seldom (I'd say less than 5%). The hours are very stable about 8:30 AM to 5:00 PM with occasional rotating on-call schedule.  On-call is done from home, so you don't need to travel.   This is an excellent position with great benefits and a great management staff.  Job Description:Under the direct supervision of Manager, Technical Operations, this position's key responsibility is to participate in providing medical professionals, field service engineers, technicians and biomedical engineers with technical support and training on company products and features.  This includes management of calls in a timely and professional manner and maintaining a high degree of sensitivity to customer needs. A successful candidate must be self-motivated and goal-oriented with outstanding customer service, communication, troubleshooting and interpersonal skills.Specific Duties and Responsibilities: Direct customer telephone interface during normal business hours and non business hours. Responsible to provide Customers with Technical Support for product support issues; advanced troubleshooting, telephone/email support and on-site support as necessary. Work with Service Personnel to assist in the repair of all products, including disassembly, component and assembly level troubleshooting, repair and reassembly. Provide Service Training on Company Products and follow-up training for changes or enhancements to existing products and/or processes. Properly document and report customer complaints and feedback to internal departments Receive incoming customer calls during off business hours to provide 24/7 support on a rotating on-call basis. Authoring and communicating Technical Service Bulletins to Global Regions. Actively participate in continuous improvement activities, documentation, and project teams to supply high quality technical support. Skills and Qualifications: BSEE/BSEET desired, or BMET/Associate Degree in Electronics' Technology Program Knowledge of X-Ray and Medical Imaging Systems Solid electronics and technical support a plus. 5-7 years experience in medical device and/or field service organization environment Strong written and spoken communication skills are required Demonstrate strong interpersonal and leadership skills Strong ability to assess customer issues and determine appropriate course of action Ability to communicate to all levels of management Team player who is also a strong individual contributor Some travel required ( mostly for training purposes though)