Technical Support Specialist

Hologic•Marlborough, MA

4d•$71,000 - $106,000•Remote

About The Position

As a member of the Breast Surgery Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Breast Health products via phone, e-mail, and the web. This position will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, biomedical engineers, and field engineers) to facilitate the successful use of Hologic products. This position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals. Summary of Duties and Responsibilities Perform troubleshooting and diagnose technical problems using remote diagnostic tools. Deliver consistent, high quality and responsive support to external and internal customers. Take ownership of reported issues by being empathetic to the customer’s needs Set expectations and manage reported issues through to their completion. Document, track, and manage all support requests, communications, and actions in the CRM system. Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences. Expedite the resolution of all customer requests to meet our standards for service excellence. Escalate issues to the appropriate resource to ensure timely resolution. Collaborate with other team members and departments to facilitate the problem resolution process. Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB. Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely. Maintain a current and requisite knowledge level for your supported products. Attending training and self-study to acquire, maintain and improve job skills. Escalate appropriate service issues and concerns to management as necessary. Identify and embrace opportunities for continuous improvement. Perform other duties and projects as assigned, to meet company and department objectives. Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.

Requirements

Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences.
Excellent customer service and interpersonal skills
Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users.
Demonstrated track record and passion for understanding and addressing customer needs.
Strong analytical and problem-solving skills
Must possess the ability to work independently to resolve reported or discovered product issues.
Highly organized and detail oriented
Strong follow-up skills with a keen eye towards driving issue resolution.
Results driven and dedicated to delivering outstanding work.
Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment.
Strong knowledge of support tools such as CRM, knowledge management and ACD systems
Must have strong knowledge and expertise using the Windows operating systems.
Experience and working knowledge of network technologies (e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop)
Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint
College degree required (Associate level and above).
A technical discipline such as computer science, electrical/electronic/biomedical engineering a plus, or an equivalent blend of education and experience in a fast-paced technology environment
A minimum of 4 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support capacity for complex software applications or medical devices.

Nice To Haves

Basic understanding of medical imaging technology, DICOM and PACS storage systems is helpful, but not required.
Ability to identify and assist with the implementation of process improvements.
Prior experience in a service environment working with customers to resolve problems related to medical workflow with emphasis on DICOM and network workflow, is a plus.
Knowledge of imaging technologies, DICOM and understanding of application integration and mammography workflow is helpful but not required.
A working knowledge of mammography equipment is helpful but not required.
Familiarity with various medical devices such as MRI, Ultrasound and Bone Density is helpful but not required.

Responsibilities

Perform troubleshooting and diagnose technical problems using remote diagnostic tools.
Deliver consistent, high quality and responsive support to external and internal customers.
Take ownership of reported issues by being empathetic to the customer’s needs
Set expectations and manage reported issues through to their completion.
Document, track, and manage all support requests, communications, and actions in the CRM system.
Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences.
Expedite the resolution of all customer requests to meet our standards for service excellence.
Escalate issues to the appropriate resource to ensure timely resolution.
Collaborate with other team members and departments to facilitate the problem resolution process.
Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB.
Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely.
Maintain a current and requisite knowledge level for your supported products.
Attending training and self-study to acquire, maintain and improve job skills.
Escalate appropriate service issues and concerns to management as necessary.
Identify and embrace opportunities for continuous improvement.
Perform other duties and projects as assigned, to meet company and department objectives.
Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.