Technical Support Specialist I Job in Center Valley 18034, Pennsylvania US
Center Valley, PA - The Technical Support Specialist I is responsible for all facets of providing centralized Customer support concerning all Medical Systems Group (MSG) electronic, video, personal computers, and network products to customers, Sales Representatives, Field Service Engineers (FSEs), and other related departments. The incumbent will also provide technical assistance to Product Managers and make suggestions for future product development on the EndoWorks 7.x product. EOE M/F/D/V
* Answer inbound customer calls and make outbound calls as necessary.
* Investigate and resolve issues/problems concerning all Medical products, update incident tickets, and enter information in department database to permit generation of accurate reports regarding frequency of incidents and costs of repairs.
* Provide nationwide technical support to the Field Service Engineers, Sales Representatives, and Customers.
* Prepare and disseminate technical material to the Field Service Engineers, Sales Force, and customer base.
* Provide information to Technical Writers in order to enable them to generate procedure and user documents on updates to EndoWorks.
* Diagnose and troubleshoot the entire range of company electronic, video, and computer-related products. Prepare and maintain technical manuals, reports, documentation, and other related materials for the Image Manager product.
* Prior to entry, ensure integrity of data provided.
* Maintain callback and escalation queues.
* Develop technical expertise to be able to provide First Call Resolution on as many customer issues as possible.
* Submit activity reports, daily and monthly logs.
* Maintain the test equipment rack, make necessary repairs or replace test equipment to replicate customer conditions. Add updated EndoWorks products to the rack as needed.
* Support customization of product line.
* Test and debug new utilities.
* Perform computer hardware upgrading and support as required.
* Provide supplemental field support as required.
* Meet and exceed department and individual Key Performance Indicaters (KPIs).
* Perform other related duties as assigned.
(ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED)
* An Associates Degree in Computer Science or Electronic Technology, or equivalent knowledge is required.
* A minimum of 1 year of experience in a technical support or technical help desk environment is required.
* A minimum of 1 year of experience in the Medical Product or Healthcare industry is highly desired.
* A+ certification is preferred.
* A solid working knowledge and extensive user experience with personal is required. Familiarity with healthcare and HL7/DICOM workflow is a plus.
* Network + experience is preferred
* Experience in telephone support and/or a call center environment is a plus.
* Extensive user experience with personal computers is required.
* Working knowledge of popular software packages such as Microsoft Office is required. Other Microsoft Certifications are preferred.
* Must be able to build and maintain relationships with field personnel, Management, and internal/external customers.
* Excellent verbal and written communication skills, and the ability to work as an effective member of a team are critical.
* The ability to be available as customer/business needs require and work varied/flexible hours is necessary.
* Must be able to multi task and work well under pressure and handle escalated issues in an appropriate and professional manner.
* Must possess a high degree of self reliance, initiative and creativity.
* Knowledge of electronic and video systems and medical instrumentation/hospital equipment systems is preferred.
* Must be able to work independently with strong time management, the ability to prioritize is a must.
* The following physical demand is required:
- Stand/Sit/Walk 8 hours a day
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1419083-1789-3372