Clinical Support Engineer

Merative

2d•Remote

About The Position

Working under moderate supervision the role of the Clinical Support Engineer is to bring escalated incidents of complex product integrations, configurations, usability, and defects to closure. Closure is defined as not only resolving the incident but determining the root cause of the incident and creating a corrective action plan to prevent the issue from reoccurring or being re-escalated in the future. A person in this role must be comfortable prioritizing, tracking, and managing multiple issues concurrently and must display high levels of initiative, commitment, follow-thru, and effective customer communications. Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service. Be an advocate for the customer on issues of functionality, usability, and performance. Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability. Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledgebase articles, etc. Analyze incidents for frequency and trending. Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution. Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education. Identifies and communicates possible improvements in the work process for customers and peers. Performs other duties as assigned by immediate supervisor or upper management.

Requirements

General understanding of Cardiology/hospital enterprise workflow.
Advanced understanding of Cath Lab specific and/or Nuclear Medicine Lab workflows.
Understanding of Cardiology/hospital stakeholders and their roles and responsibilities.
Willingness to rapidly acquire proficiency in new product technologies and functions.
Must be a highly motivated self-starter with a professional and personable demeanor who thrives in a dynamic, challenging environment.
Excellent verbal and written communication skills
Ability to interface and influence at multiple organizational levels
Proven organizational skills and the ability to effectively manage multiple priorities.
Ability to break down complex problems into actionable parts and define approaches to issue resolution.
Effective team player that can also work independently with little supervision.
Ability to mentor and train others on your areas of expertise.
Degree from a Technical College/University or equivalent experience
BS degree in technical and/or clinical discipline preferred.
Cath Lab could be an RN or X-ray (ARRT) with certification as a Registered Cardiovascular Invasive Specialist (RCIS) credentialing from Cardiovascular Credentialing International (CCI)
Nuclear Med - Certified Nuclear Medicine Technologist - CNMT
PACS Administration background is a plus.
3+ years clinical hospital experience preferred
Experience in DICOM, HL7, general computer network technology, high performance computing systems, and archival storage systems.
1 + years of experience in SQL scripting and HTML coding.
Background in Cardiac catheterization laboratory and/or Nuclear medicine.
Merative Employee Code of Conduct
Merative Corporate IT Security Policy
HIPAA Overview: Health Insurance Portability and Accountability Act
Cybersecurity Awareness
Merative ITS-POL-001 Corporate Security Policy
Merative ITS-POL-002 End User Acceptable Use Policy
Merative PRI-POL-001 Privacy by Design
WHPS 110 Privacy and Security Supplemental Training
Bystander Training
Anti-Bullying Training
HR-POL-002 Prohibiting Harassment, Bullying and Other Inappropriate Content
HR-POL-007 Equal Employment Opportunity and Anti-Discrimination Policy
Merge Healthcare Quality Management System as required by QS-2036 Training Matrix

Nice To Haves

PACS Administration background is a plus.

Responsibilities

Interact with customer, Merge, and third-party resources to define, prioritize, investigate and resolve customer issues.
Follow department procedures on managing and escalating customer issues.
Provide regular updates to customers on outstanding issues.
Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service.
Be an advocate for the customer on issues of functionality, usability, and performance.
Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability.
Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledgebase articles, etc.
Analyze incidents for frequency and trending.
Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution.
Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.
Identifies and communicates possible improvements in the work process for customers and peers.
Performs other duties as assigned by immediate supervisor or upper management.