Antech Diagnostics

Customer Support Engineer

ID 2021-5218

Overview

The Point of Care Technical Support Engineer is responsible for remote troubleshooting of Digital Cytology hardware and software for Antech Imaging veterinary customers. This individual will serve as the subject matter expert for Digital Cytology and other Point of Care products. This individual possesses strong troubleshooting skills to determine root cause instrument issues by asking simple to complex questions. Incumbent is calculated and methodical when problem solving. This position requires logical and careful dissection of problem descriptions and can walk customers through troubleshooting steps while connected remotely or blind (not connected). In addition, this individual functions well in a fast paced environment with good case management and call management skills.

Responsibilities

  • Utilize strong customer and technical support skills supporting Point of Care products and services to veterinary medical professionals
  • Troubleshoot and solve simple to highly complex hardware and software issues- methodical troubleshooting approach with attention to detail
  • Provide on-going/addional training as needed on assigned products
  • Able to understand and diagnose issues, and identify root cause through detailed analysis using both simple and in-depth questioning techniques
  • Accurately documents troubleshooting steps, during the call, and in customer tickets using CRM and track progress on cases
  • Manages multiple customer casess without sacrificing accuracy or quality of service
  • Operating system and application installation/configuration- high level understanding of product functionality
  • Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
  • Strong call control technique without sacrificing customer service
  • Provide Antech customers with product and service information- required to learn and understand wide range of products related to Equine and Small Animal services
  • Excellent communication skills and ability to successfully control upset customers
  • Work closely with other departments when problem solving
  • Highly customer focused with a strong desire to deliver an excellent support experience during every interaction
  • Team player that will add value through very high quality and dedication to support team
  • Serve as back up for other modalities including but not limited to Digital Xray, Ultrasound, and laser

Qualifications

  • 2 to 3 years troubleshooting software and hardware
  • Strong PC skills and knowledge of MS applications (Outlook, Excel, Word, PPT)
  • General knowledge of Microsoft Windows 7, Windows 8 and Windows 10
  • General or working knowledge in three or more of the following areas is strongly preferred: MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
  • Previous experience with customer facing ticketing systems (e.g. MS CRM, SalesForce, ServiceNOW)
  • Previous experience in medical imaging is a plus; either film or digital radiography
  • Excellent written and oral communication skills
  • Must be extremely detail oriented, organized, and professional

Education Requirements

  • A bachelor’s or associate’s degree in a technical field preferred or equivalent experience
  • Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience)
  • Typing skills: 40+ WPM

Physical Requirements

  • Extensive typing & data entry (90%).
  • Occasional lifting up to 5lbs. Pushing/pulling up 10lbs.
  • Predominately sitting (90%).
  • Communication on phone and computer (90%)
  • Ability to work a rotational after hour on call shift (15%)

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