Technical Support Engineer
Post Date Mar 25, 2019
At Hologic, we’re an innovative medical technology company that enables healthier lives everywhere, every day. We are also a company that prospers and grows, which is why we’ve been able to expand our offerings to empower even more people and champion women’s health
What powers our growth across Breast & Skeletal Health, Diagnostics, GYN Surgical and Medical Aesthetics Solutions is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better. This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.
None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.
While we focus on women’s health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better health and wellness through solutions that provide ever greater certainty and peace of mind.
**Summaryof Duties and Responsibilities**
technical support on Hologic Breast and Skeletal Health products.
Products include, but are not limited to, Bone Densitometry, Fluoroscopic
C-Arm, Digital Mammography and products incorporating Digital Radiology (DR)
+ ProvideTechnical Support to Hologic customers, Application Trainers, FieldEngineers, and trained Biomedical Technicians worldwide.
+ Communicateproduct improvements, latest repair techniques, and supply documentationto the field.
+ Maintainproduct proficiency.
+ Initiatetimely and accurate updates of service activities into the customersupport CRM.
+ Assistin parts ordering, return authorization, and computer configurationprocesses.
+ Implementengineering change requests for reliability issues or productimprovements.
+ Escalateto management appropriate service issues and concerns.
+ Assistthe Service Engineering training department with technical content, deviceupgrades/repair, and as training presenter when applicable.
+ Supportrevenue generation through the promotion of upgrades, sales andaccessories, service contracts and consumables.
+ Assistwith or write documentation to enhance technical bulletins, user guides,procedures, and technical manuals.
+ Mayrequire after hours telephone support or on-call availability.
+ Limitedtravel will be required for complex repairs, installations, pre-siteevaluations, training, and to assist with national trade shows.
+ Musthave a strong working knowledge of Hologic products and the methodologyutilized to effect field installations and repairs.
+ Musthave a high level of competency in Windows XP and Windows 7 operatingsystems.
+ Theability to interact and communicate effectively with customers via phone,email, and in person.
+ Capableof performing installations and repairs in order to train users on theoperation of our products.
+ Solidorganizational skills will be required for placing parts orders / returns,documenting call trending, and communicating product reliability andservice related issues / concerns.
+ Presentationaptitude preferred, in order to participate in training courses forHologic dealers, subsidiaries, Biomedical technicians, Field Engineers,and Service Engineering personnel.
+ Mustbe willing to work in a fast paced, interrupt driven environment, whilehandling multiple concurrent tasks.
+ Positionrequires considerable interpretation of data, independent judgement, andextensive product knowledge in order to handle varied situations.
+ Associatesdegree or equivalent experience in one or more of the followingdisciplines: Computer science, education, electrical/electronicengineering, radiology, radiologic equipment manufacturing, orcommunications.
+ Additionaltraining in medical diagnostic imaging and procedures is desirable.
+ Telephonesupport experience essential with 1-3 years of experience in a technicalsupport role.
+ Priorexperience in a service environment (3-5 years) working with customers toresolve problems related to computer based electro-mechanical equipment,X-ray, digital imaging, or related medical diagnostic equipment.
+ Astrong background in computer hardware and troubleshooting is a majorplus.
+ Previousexposure to a call center is desirable.
+ Windows98, MS-DOS, as well as networking and computer hardware.
+ Workingknowledge of networking, hospital information systems, and DICOM or PACSsystems desirable.
+ Familiaritywith X-ray equipment is desirable.
+ Exceptionalcommunications skills required, both oral and written.
+ Excellenttroubleshooting skills are essential.
+ Theability to multi-task and complete assigned projects accurately and timelyis required.
**Agency and Third Party Recruiter Notice:**
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.
**_Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans._**