Specialist II, National Technical Support – CT

Fujifilm•Twinsburg, OH

About The Position

This second-level national technical support engineer position provides technical assistance to personnel on HCUS CT and portable X-ray products, primarily by telephone and through on-site visits. The Specialist provides remote and phone troubleshooting and diagnostic analysis for customers and dealers, supports sales and marketing, develops and delivers technical training, and helps introduce new CT products through installation support. The role also assists with configuration, repair, and testing of portable X-ray systems. The position involves extensive travel to customer sites, and may require overtime and work at irregular hours, including on short notice. The role requires complex equipment problem analysis and resolution, adherence to safety and quality procedures, and compliance with applicable FDA medical-device requirements, ISO 13485, and other applicable laws and standards. The position typically works in medical and clinical environments, including sites under construction, and may require working in high magnetic fields up to 3 Tesla.

Requirements

At least seven years of experience maintaining and troubleshooting CT equipment at other companies, or at least five years of HCUS Service experience with demonstrated CT proficiency.
Ability to operate all test equipment required to service CT and X-ray equipment.
Bachelor’s degree from an accredited four-year college, preferably in an electronics-related discipline, or equivalent experience.
Ability to provide national-level technical support in CT.
Strong problem-solving, communication, and computer skills.
Proficiency in Microsoft Office.
Ability to manage and support multiple projects at the same time.
Self-motivated.
Willingness to travel and work long hours.
Valid driver’s license and safe driving record.
Ability to meet the physical demands of the position, including frequent prolonged standing, walking, and sitting; lifting and carrying specified tools and equipment; and occasional bending, reaching, kneeling, crawling, crouching, climbing, balancing, and twisting.
Ability to work in high magnetic fields of up to 3 Tesla, which may pose a serious hazard to people with certain implanted medical devices.

Nice To Haves

Soldering proficiency.

Responsibilities

Provide national-level technical support to HCUS personnel by telephone and through on-site visits.
Troubleshoot and perform diagnostic analysis remotely and by phone with customers and dealers, including by email, and respond to returned service calls within 15 minutes.
Support sales and marketing teams in promoting products.
Prepare and distribute CT product information to HCUS personnel to improve their ability to perform product-related tasks.
Conduct technical classes, independently or with assistance, and create training curricula.
Support the rollout of new CT products by participating in installations as needed.
Assist with configuring, repairing, and testing portable X-ray systems, including electrical, mechanical, and cosmetic repairs to systems and components.
Assist with technical interviews for prospective field service candidates.
Maintain strong working relationships with HCUS personnel across departments.
Work overtime and irregular hours as needed, including at short notice.
Travel extensively to customer sites to resolve problems as needed.
Analyze, evaluate, diagnose, and resolve highly complex equipment problems promptly.
Follow and ensure compliance with safety practices and quality procedures.
Promote the image and reputation of HCUS internally and externally.
Perform other duties as directed by the Manager, National Technical Support.
Comply with applicable U.S. FDA medical-device regulatory requirements, ISO 13485 requirements, and other applicable laws, regulations, and standards.