Apr 11, 2019
Job summary: Technical Support Engineer (TSE) supports our premium ultrasound products for our customers and field staff by providing technical assistance and operational guidance. Typically this support is over the phone and some field visits may be required. TSE will be distinguished by their ability to gain technical expertise, apply problem solving abilities and their resourcefulness in diagnosing and providing customer solutions. This proficiency will be combined with timeliness and reliable follow-through in resolving customer calls. A sense of urgency regarding customer support and an enthusiastic and positive attitude is essential. This position also provides opportunities for hands-on failure analysis of returned parts, repair, and testing of assemblies as well as a lab for use in support of customer equipment calls when not supporting customers directly. Position Specifications: Knowledge/Educational Requirements • BS degree with a minimum of 3-5 years of experience (BS in BSEE/EET/CS preferred) • Diagnostic ultrasound service/support experience strongly preferred • This is not an IT position. • Non-degree candidates with sufficient technical experience or training may apply Skills and Abilities • Excellent organization and attention to detail • Demonstrated methodical/scientific approach to troubleshooting • Team-oriented individual with exceptional written/verbal communication, interpersonal and facilitation skills • Self-motivated; works effectively with minimal supervision • A passion for working directly with customers • Must be able to multi-task and have excellent follow through skills • Must be computer savvy with OS experience (Windows XP/Windows 7, MS Office Suite) • Able to promptly answer support related email, phone calls and other electronic communications • Basic understanding of network technology (Network+ certification is preferred) Essential Functions: 1. Provide first line technical phone and email support to customers, dealer service network, and Sales/Applications team 2. Reproduce, document and resolve customer issues 3. Work with internal groups (SW and HW engineering, Manufacturing, Sales, Finance, Operations, and Marketing) to address customer questions and issues 4. Understand, set, manage and exceed customer expectations 5. Identify product and operational related issues and assist cross functional teams in generating solutions 6. Create, and maintain documentation, process standards, and service information 7. This is a customer facing position, not an internal IT support position. Physical Demands/Work Environment • Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. • There are no hazardous or unpleasant conditions caused by noise, dust, etc. • Work is generally performed within an office environment, with standard office equipment available. • Approximately 5% travel may be required. • Will be required to provide phone support periodically in off-hour times. This job description reflects management's assignment of essential functions. They may be subject to change at any time. This company is an Equal Employment Opportunity Employer. This company provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
25800 Carlos Bee Blvd, Hayward, CA 94542, USA