What are the responsibilities and job description for the Technical Support Eng position at Canon Medical Systems USA, Inc.?
- Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
- Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
- Participate in Technical Operations’ modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
- Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
- Participate in the installation of new products within the region.
- Support the Beta testing of Field Maintenance Instructions (FMI’s) occurring within the zone. Monitor the status and facilitate the completion of all FMI’s within the region.
- Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
- Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
- Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
- Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
- Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
- Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
- Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front line staff. Network with other zones to share technical information.
- Support zone service marketing efforts.
- Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
- Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
- Escalates technical issues and inquiries, as needed.
- Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
- Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
- Contributes to and generates knowledge articles per P&P.
- Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
- Proven ability in developing and maintaining effective internal and external working relationships.
- Must maintain active motor vehicle/driverâs license from the state where the employee resides.
- 4 Year Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree.
- 5 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
- In-depth knowledge of two or more products within a specific modality.
- Prior field Technical Support experience.
- 7 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
- In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
- Pay Information: Min: $96,000 to $155,000 Annual Equivalency (DOE)
Salary : $96,000 - $155,000