Hologic Technical Support Specialist 2 in Marlborough, Massachusetts
Technical Support Specialist 2
Post Date Jun 05, 2018
As a member of the Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Breast and Skeletal Health products via phone, e-mail and web.
You will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, clinical specialists, biomedical engineers) and field staff (clinical application specialists) to facilitate the successful use of Hologic products.
You will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals.
Summary of Duties and Responsibilities
Provide technical support and service for Hologic Breast & Skeletal Health customers via, phone, e-mail and web interactions
Perform basic troubleshooting and diagnose technical problems using remote diagnostic tools
Deliver consistent, high quality and responsive support to external and internal customers
Take ownership of reported issues by being empathetic to the customer’s needs
Set expectations and manage reported issues through to their completion while providing regular status updates to the customer
Document, track and manage all support requests, communications and actions in the CRM system
Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences
Expedite the resolution of all customer requests to meet our standards for service excellence
Escalate issues to the appropriate resource to ensure timely resolution
Collaborate with other team members and departments to facilitate the problem resolution process
Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely
Maintain a current and requisite knowledge level for your supported products
Attend training and self-study to acquire, maintain and improve job skills
Escalate appropriate service issues and concerns to management as necessary
Identify and embrace opportunities for continuous improvement
Perform other duties and projects as assigned, to meet company and department objectives.
Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.
Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences
Excellent customer service and interpersonal skills
Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
Demonstrated track record and passion for understanding and addressing customer needs
Strong analytical and problem-solving skills
Must possess the ability to work independently to resolve reported or discovered product issues
Highly organized and detail oriented
Strong follow-up skills with a keen eye towards driving issue resolution
Results driven and dedicated to delivering outstanding work
Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment
Strong knowledge of support tools such as CRM, knowledge management and ACD systems
Must have strong knowledge and expertise using the Windows operating systems. Knowledge of command- line navigation and Linux/Unix is a plus
Experience and working knowledge of network technologies (e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop)
Proficiency in Microsoft Office products including Outlook, Word, Excel and PowerPoint
Basic understanding of medical imaging technology, DICOM and PACS storage systems is helpful, but not required
Ability to identify and assist with the implementation of process improvements
- College degree in a technical discipline such as computer science, electrical/electronic/biomedical engineering, or an equivalent blend of education and experience in a fast-paced technology environment
A minimum of 4 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support capacity for complex software applications or medical devices
Prior experience in a service environment working with customers to resolve problems related to medical workflow with emphasis on DICOM and network workflow, is a plus
Knowledge of imaging technologies, DICOM and understanding of application integration and mammography workflow is helpful but not required
Working knowledge of mammography equipment is helpful but not required
Familiarity with various medical devices such as MRI, Ultrasound and Bone Density is helpful but not required
(Including Physical & Mental requirements)
This position requires the ability to maintain consistent and timely attendance for assigned support shifts. Also, requires the ability to work a full-time schedule with flexible work hours for assigned support shifts, including select holidays, as well as the after-hours and weekend on-call rotation
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.