Technical Support Eng - MR

This is a remote, field based position.

The selected candidate will be required to live in or near one of these preferred states: Oregon, N. Nevada, Washington, N. California or Colorado.

• Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.

• Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.

• 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.