Technical Support Specialist (9AM - 6PM)Posted: October 7, 2009
Job Title Technical Support Specialist (9AM - 6PM) Location Newark, DE, US Department Name 500-2300 ARRAY-TECHNICAL SUPPORT Organizational Relationships All internal departments, Sales, Customers & Dealers Summary of Duties and Responsibilities * 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. Qualifications * Familiar with DOS, Windows, UNIX, Solaris and have fluent networking skills. * Ability to interact and communicate effectively. * Must possess the ability to consistently multi-task while servicing the customer and handle proprietary products. * Capable of diagnosing and resolving issues on all Hologic digital imaging products in a timely manner. * Able to convey complex procedures during telephone troubleshooting. Education * Associates Degree in a technical field related to Electronics, such as Electronic Engineering or Computer Science or equivalent. Experience * 3-5 years experience and working knowledge of digital imaging products and methodology utilized to effect field installations and repairs or equivalence Specialized Knowledge * Working knowledge of networked computer based systems. * Familiarity with call center software and support of products with remote diagnostic capabilities is preferred. * Knowledge of DICOM and PAC (Xray) systems fundamentals is not required but desirable. * Use of Oracle (MRP System). Additional Details * 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. Please refer to job code 16571 when responding to this ad.
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