The Senior Technical Assistance Center Engineer provides highly visible remote
technical, applications and system admin support for FMSU customers. Works on
complex issues where analysis of situations or data requires an in-depth evaluation of
variable factors which may include customer impact, FMSU business priorities and
regulatory requirements. Normally receives little instruction on day-to-day work,
general instructions on new assignments. Offers mentorship to new incumbents on
technical and product knowledge and department operating procedures. To meet the needs of our customers
working outside of normal business hours and holidays is required.
Duties and responsibilities
Assesses hardware, software and network related issues on customer systems and
provides solutions for repairs by performing remote troubleshooting, diagnostic
evaluations and routine inspections on medical imaging systems, equipment and
components sold or serviced by the company.
Provide product module and/or sub-module specific advanced support, guidance and
assistance to Customer Support Engineers and other staff.
Liaise with engineering development and support staff to analyze product
malfunctions requiring engineering action, assists with escalations and delivers the
results to other staff members.
Collaborate with other internal and external groups on solving complex technical
issues and developing innovative solutions.
Effectively document problems and solutions into a product knowledge database.
Assists in developing troubleshooting guides, bulletins, software files and similar
resources on existing products.
Learn and remain compliant with all regulatory and quality requirements.
Occasionally participates in customer site visits, as necessary.
Maintain an expert working knowledge of current medical imaging products and
related technologies by staying abreast with the latest industry / technology advances
through continuous education.
Short notice and / or overnight travel, as required, to work on customer systems.
Adheres 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.
Key Performance Indicators
Maintain 85% Customer Satisfaction rating on individual satisfaction factors which
include knowledge, professionalism and effectiveness of status updates.
50% individual support cases to be resolved within a two hour window.
Maintains a call volume to answered ratio of 90%.
Not-ready times are less than 10% on a monthly basis.
Maintains an outstanding rating or above in phone and communication skills.
Maintains an outstanding rating or above in written skills.
Completes 90% of assigned projects on schedule.
Completes a minimum of two weeks of mentoring activity per quarter.
Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical
device regulatory requirements, applicable ISO 13485 standard requirements and all
other applicable laws, regulations and standards.
Bachelor's degree in Electrical or Mechanical Engineering, Computer Science and/or
Information Systems with a minimum of 8 years related professional experience or
comparable education and work experience.
Advanced working knowledge of current network technologies.
Ability to achieve results and meet goals in a fast-paced, team environment.
Superior communication and interpersonal skills, excellent phone manner.
Ability to make independent decisions based on interpretation of technology data and
Excellent organizational and multi-tasking skills.
The position requires the ability to perform the following physical demands and/or have
the listed capabilities.
The ability to sit up 75-100% of applicable work time.
The ability to use your hands and fingers to feel and manipulate items, including
keyboards, up to 100% of applicable work time.
The ability to stand, talk, and hear for 75% of applicable work time.
The ability to lift and carry up to ten pounds up to 20% of applicable work time.
Close Vision: The ability to see clearly at twenty inches or less.
Occasional (up to 25%) travel may be required based on business need.