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Description
Responsibilities:
The Principal Technical Support Engineer will work independently to provide technical support to customers and company employees, meeting customer needs and creating high levels of Customer Satisfaction on complex hardware and software medical capital equipment. Also, lead projects to improve Technical Support process, infrastructure or technology improvements.
Specific Duties and Responsibilities
Provide immediate and direct technical support for complex hardware and software capital equipment products for the ESB organization, customers, sales representatives, and other departments in a support/help desk environment. This includes creating, updating and managing to resolution service calls as well as providing on-site service or technical support as required. Achieve Event Driven Customer Satisfaction scores that meet objectives. Efficiently manage Service Calls to meet resolution time objectives. Develop, implement, and maintain Knowledge Base objects for use in resolving customer issues and problems. Recommend, develop schedules for and manage through implementation projects to improve Technical Support capabilities. This could include new Service technologies (such as remote monitoring), process improvements or the support of new software oriented products.
Requirements:
The Principal Technical Support Engineer is required to have a Bachelors Degree or equivalent training in electronics, computer technology, or related fields. A minimum of 8 years’ experience supporting both hardware and software medical device products; or equivalent combination of education and experience to perform at this level. Microsoft Certifications, Network support certifications, and prior experience supporting a PACs system as Support Engineer are highly desirable.
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