Antech Diagnostics

Support and Service Technician

ID 2021-3999

Overview

The Ultrasound Customer Support Engineer has a general understanding of ultrasounds and funcationality.  This position requires logical and careful dissection of problem descriptions and can walk customers and internal personnel through troubleshooting steps.  In addition, this individual will meet daily service repair needs of designated equipment and serves as an escalation point for ultrasound related support issues.  Incumbent will drive product quality, serviceability, and resolve formal customer escalations to help promote service business growth.

Responsibilities

  • Collaborate with GE Healthcare professionals on resolving new and pending product and install base issues
  • Serve as a primary point of contact to troubleshoot and solve simple to highly complex hardware and software issues relating to ultrasound
  • Throrough and detailed issue tracking in customer relationship management software and case management.
  • Strong call control technique withought sacrificing customer service
  • Utilize strong customer and technical support skills to support ultrasound products and services to veterinary medical professionals
  • Performs daily service repairs
  • Assist with with GE parts inventory, part number ceation, and bill of material managment
  • Basic understanding of clinical applications to assist apps team with install related issues
  • Assist with trade-in and refurbished inventory management and adjustments
  • Responsible for ultrasound knowledge base continuity and Field Manual Instructions (FMI) roll out
  • Perform and facilitate the return of items under warranty with third party vendors (RMA’s), Coordinate maintenance repairs, and loaner service orders

Qualifications

Work Experience Requirements

  • Must be extremely detail oriented, organized, and professional. Strong Communication skill; deals tactfully and effectively
  • Case management and call management skills highly desired
  • Proven efficiency with methodical technical troubleshoothing
  • Experience with diagnosing and repairing hardware devices a plus
  • Recent experience with troubleshooting supporting external customers
  • General knowledge of ultrasound modality, remote desktop, PACS, DICOM and TCIP/IP
  • Good working knowledge of ERP and CRM
  • Experienced and proficient with the MS Office Suite

Education Requirements

  • A bachelor’s degree or qualified to a degree level or equivalent
  • Typing skills: 40+ WPM

Physical Requirements

  • Predominately sitting, repairing systems, communication on phone and computer, occasional lifting, and administrative work
  • Ability to lift, push, pull up to 50 lbs
  • Extensive typing & data entry Ability to work a rotational after hour on call shift (15%)

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