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Form of workJob Description
United Imaging
Technical Support Engineer
Location: Houston, TX is preferred, Eastern US | Classification: Full-Time
Who we are?
United Imaging is a leading global medical device developer and supplier with a diversified portfolio of advanced medical products, digital healthcare solutions, and intelligent solutions that cover the entire process of imaging diagnosis and treatment. From our North American HQ in Houston, we are passionate about expanding our customer sales and support structure, embracing the highest quality and craftsmanship in each of our medical imaging products, and dedicated to building an outstanding organization.
Join our innovative team with the mission of developing and supplying advanced technologies and improving patient care worldwide. As part of our global team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.
Company Page: http://www.united-imaging.com/en/home/
Benefits
When joining our team, we offer the following benefits: medical, dental, vision, short- & long-term disability insurance, employee assistance program, company paid basic life insurance, 401(k) with employer match, paid time off, sick leave, and (11) paid holidays. Compensation decisions are based upon the candidate level of skill, qualifications, geographical location and experience, and it is not typical for an individual to be hired at or near the top of the posted pay range. Additionally, the position may also be eligible to earn performance-based incentive compensation (such as cash bonus(es).
Job Summary
The Technical Support Engineer will provide multi-modality technical and installation support to the Field Service team both remote and on-site as required. The position will require the ability to deliver customer service that delights and positively differentiates the United Imaging Healthcare experience for our customers. The successful candidate will have experience in MI, CT, and XR Technical Support, installation, service, and repair. The Technical Support Engineer must demonstrate the ability to live and work in fast paced environment with a group of colleagues striving to build a successful and collaborative team to support healthcare customers across the country. The position will report on a solid line to the Vice President of Technical Support and Service Training and on a dotted-line to the Sr. RSE & Team Leader.
Responsibilities Include:
- Acting as Technical Support Engineer for United Imaging systems in the USA: providing rapid Technical Support to Customer Service Engineers and Customers, both remote and on-site as needed.
- Supporting customer installations as required, including new product introductions as well as current production system installations.
- Responsible for technical knowledge transfers to field-based Customer Service Engineers to drive world class first-time-fix rates.
- Responsible for supporting technical service training courses at our Training Center in Houston, Texas.
- Providing Technical Support as required to the Field Service Teams in order to drive world class customer satisfaction.
- Responsible for triaging, coordinating, managing, and closing customer escalations; working closely with the Field Service and Modality RSEs.
- Providing guidance and input to modality RSE team relative to siting, installations, tooling, test equipment and other areas required to provide high levels of customer service.
Experience:
- BSEE or equivalent degree
- 5-10 years’ experience servicing medical imaging systems; preferably in a technical specialist role
- Field service / Technical Support experience in high tech medical imaging
- Team player, enjoys working with people and committed to providing excellent customer satisfaction
- Totally Customer focused with a passion for solving customer problems
- Ability to travel extensively throughout the US (~75%) and international
Diversity, Equity, and Inclusion
United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
