Provide worldwide technical phone and remote diagnostic support for the Radiographic and Mammography Digital product line.
Provide technical support to Hologics OEMs, application specialists, field engineers and in-house bio-medical technicians.
Inform Field Operations of changes in commercial equipment, known or suspected problems with equipment, known fixes to previously defined problems via technical documentation.
Participate in the escalation management process.
Participate in the documentation and resolution of product complaints.
Identify opportunities and implement plans to reduce parts cost, improve troubleshooting and increase service effectiveness.
Requires frequent direct interaction with all levels of management, both written and verbal.
Must be able to communicate effectively with all internal departments in order to facilitate high level of customer satisfaction wtih Hologic products and serves.
Position requires coordination of mutliple cross-fuctional activities and providing status updates to and from cusotmer, dealers, Sales and with other internal and external and resources.
Associates Degree in a technical field related to Electronics, such as Electronic Engineering or Computer Science or equivalent.
3-5 years experience and working knowledge of digital imaging products and methodology utilized to effect field installations and repairs or equivalence.
Working knowledge of networked computer based systems.
Familiarity with call center software and support of products with remote diagnostic capabilities is preferred.
Must possess the ability to consistently multi-task while servicing the customer and handle proprietary products.
Knowledge of DICOM and PAC (Xray) systems fundamentals is not required but desirable.
Use of Oracle (MRP System).
Familiar with DOS, Windows, UNIX, Solaris and have fluent networking skills.
Ability to interact and communicate effectively.
Capable of diagnosing and resolving issues on all Hologic digital imaging products in a timely manner.
Able to convey complex procedures during telephone troubleshooting.
Must be available to travel to our corporate location in MA for a 2 week training although job location is in Newark, DE.
Hours of work schedule (after training) are from 9am-6pm.