Hologic Technical Support Engineer in Belgium
Technical Support Engineer
Post Date Apr 16, 2018
Technical Support Specialist (f/m)
Provide technical support to customers using Hologic products including Bone Densitometry, Mammography, Fluoroscopic C-Arms and products incorporating digital radiology (DR) technology. This would include live telephone, customer call back and email support.
Responsibilities of the function include:
Provide technical support to Hologic customers, application trainers, field engineers, and trained bio-medical technicians worldwide.
Communicate product improvements, latest repair techniques, and supply documentation to field engineers related to their specific installed base.
Skilled at analyzing complex technical network applications and system performance problems
Maintain product proficiency by assisting in application support and international support.
Initiate timely and accurate updates of service activities into the customer support database.
Assist in the part ordering, return authorization and computer configuration processes.
Implement engineering change requests for reliability issues or product improvements.
Escalate to management appropriate service issues and concerns.
Assist the Service Engineering training department with technical content for in house courses, repair training equipment, perform upgrades, and occasionally lecture.
Assist with or write documentation to enhance technical bulletins, user guides, procedures, and technical manuals.
May require after hours telephone support or on-call availability.
Travel up to 30% may be required for complex repairs, installations, pre-site evaluations, training, and to assist with national trade shows
Reporting to the Technical Support Manager, his / her primary function will be to provide technical support to Hologic customers, dealers, subsidiaries, application specialists, field engineers, and trained bio-medical technicians and maximize customer satisfaction. He/ she must have a strong working knowledge of all Hologic products and the methodology utilized to effect field installations and repairs. He / she must be thoroughly familiar with DOS and Windows operating systems.
The ability to interact and communicate effectively with customers.
Capable of performing installations and repairs in order to train users on the operation of our products.
Organizational skills will be required for placing part orders / returns, documenting call trending, and communicating product reliability and service related issues / concerns.
Also provide technical assistance to application support, international support, application trainers, and service administration
He / she will participate in training courses for Hologic dealers, subsidiaries, trained bio-medical technicians, field engineers, and Service Engineering personnel.
- Bachelor or Master Degree or equivalent experience in one or more of the following disciplines: electrical / electronic / nuclear or biomedical engineering, radiology.
Telephone support experience essential with 1-3 years’ experience in a technical support role.
Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer based electro-mechanical equipment, x-ray, digital imaging, or related medical diagnostic equipment.
A strong background in computer hardware and troubleshooting is a major plus.
Working knowledge of networking, DICP% & PACS would be a major plus.
Experience with DOS, Windows, UNIX and PC repair is essential.
Working knowledge of networking, DICOM, and PACs would be a major plus.
Familiarity with x-ray equipment is desirable.
Above average communication skills required, both oral and written.
Excellent troubleshooting skills are essential.
The ability to multi-task and complete assigned projects accurately and timely is required.
Must possess strong interpersonal and effective customer communication skills with a demonstrated sales attitude.
Fluency in English is required, as well as basic French. Dutch or any other language is an asset.
There has never been a more exciting time to join Hologic. Bright people, working together to pioneer advances in human health care, have created Hologic's success. Our company believes that people are our greatest asset and only by recruiting, hiring, developing and retaining the most talented employees can we continue to be successful.
Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment and the ability to make a dramatic difference in the world of healthcare.
The Science of Sure.
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