Technical Support Specialist - X-Ray Systems

On-site in Garner, NC is preferred, but remote may be considered.

The Technical Support Specialist - X-Ray Systems is skilled in servicing digital radiography (DR) equipment. This role involves a deep understanding of the technical aspects of X-ray machines, including their components, operation, and maintenance.

In this role, an individual will ensure a high level of customer satisfaction while analyzing, troubleshooting, and resolving technical issues from internal and external customers as they relate to Konica Minolta Healthcare X-ray systems and components. The Support Specialist will assist the service team in the development and mentorship of team members, create knowledge articles, and drive business opportunities through contract sales leads as well as billable support revenue recognition. Minimal travel may be required.

Under the Direction of the Manager:

• Serves as an escalation POC for service support management.
• Works closely with customers on product support and domestic and international problem resolution.
• Assists with the coordination of corrective action efforts.
• Mentors other Support Specialists in specialized areas to grow team competency and technical depth.
• Works with all departments within Konica Minolta Healthcare.

Essential Functions/Responsibilities

• Monitors service desk ticketing system.

  • Makes decisions to ensure adequate response time and support commitments are met within required SLA.
  • Documents, tracks, and monitors problems to ensure timely resolution.

• Responds to support requests from a variety of communication channels in a prompt, professional, and friendly manner.

• Investigates, identifies, troubleshoots, and solves technical issues for internal and external customers.

• Guides the support team to develop, grow, and improve the troubleshooting process, technical knowledge, and performance.

• Assists customers with questions about software and computing platforms to the best of his/her ability, in both written and verbal formats.

• Creates and edits documentation to ensure accurate information is available for other resources.

• Shares knowledge and coaches others on technical fixes and assists with training, customer visits, cross-functional teams, and projects.

• Acts as a liaison between Support and Development, escalating issues and helping to communicate and document resolutions.

• Communicates with customers, X-ray dealers, IT personnel, and other stakeholders.

• Advises the Systems Manager or Sr. Manager of recommendations for training requirements, areas of improvement, and teamwork prioritization.

• Performs all duties according to standards and policies by which the team operates.

• Works with others to assess system performance, product development, and product support.

• Provides product and service support from inception through the end of the product's life cycle.

• Manages excellent relationships between customers, Sales, and Service Support.

• Reports all failures through the complaint management system.

• Able to perform functions of all positions within the department as necessary.

• Provides customer follow-up for call center events.

• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.

• Handles customer problems that appear to arise from the use of the product.

• Maintains a high level of customer satisfaction.

• Grows and maintains customer satisfaction ratings for Support.

  • Goal is an NPS of 70.

• Follows the Call Quality Plan for the department.

  • Greeting and general phone presence should be professional and courteous.
  • Minimizes unattended phone transfers.

• Establishes LEAN 5S (6S) within the department.

  • Understands the basic concepts.
  • Ensures all work areas are neat and organized.
  • Ensures tools and paperwork have signs and problems are noted.
  • Keeps personal belongings within a small designated area of the workspace.
  • Maintains a professional and neat environment.

• Follows established departmental guidelines for accountability and proper department management.

  • Disciplinary protocol is followed if guidelines are not followed.
  • Guidelines are modified and updated based on situations not covered.

• Completes, maintains, and processes pertinent paperwork and training records.

• Ensures timely completion and maintenance of pertinent paperwork and records.

• Completes additional projects and assignments as given by management.

Requirements & Qualifications

Knowledge, Skills, and Abilities

• Excellent deductive reasoning and troubleshooting skills.
• Ability to respond to frequent demands from multiple customers.
• Ability to work in a fast-paced, multitasked work environment both independently and as a member of a team.
• Understanding of radiology principles.
• Excellent interpersonal skills with the ability to articulate information to both technical and nontechnical personnel.
• Working knowledge of computer networks, wiring diagrams, and X-ray systems, including mechanical, digital, and computed systems. Familiarity with medical software is a plus.
• Proficient in Windows OS and Network Server environments.
• Excellent verbal and written communication skills, especially when listening to and understanding technical issues being described.
• Strong attention to detail when transcribing communications into the service ticketing system.
• Ability to work with customers, dealers, and Konica Minolta staff in a professional, helpful, and friendly manner.
• Organized and punctual.
• Multilingual skills, particularly Spanish and/or Portuguese, are a plus.
• Must be able to read highly technical repair information and manuals.
• Call center experience and extensive customer contact experience are considered valuable and critical to the success of this position and staff development.

Education/Experience/Licensing

• Bachelor's degree or related technical education/experience.
• 5+ years of experience servicing, installing, and maintaining medical X-ray systems and components.
• Medical technical support call center experience is helpful.

Travel

• Domestic travel approximately 10-20% to alternate KMHA sites, training or installation events, and possibly Sales/Service Conferences.