Technical Product Specialist Remote North East

Date: Nov 22, 2022

Location: Rochester, NY, US

Company: Carestream Health

Carestream Health Inc. 

Innovation that sparks imagination. Continue on to your next challenge with us. 

Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 4,000+ professionals!

Position Summary:

Channel Technical Product Specialist supporting product and geography. Provides direct support primarily to Channel incidents and service issues through interface with Channel Field Engineers, dedicated Channel R1 team members, Service Engineering and Development. The primary goal of the Channel Technical Product Specialist is to restore normal service operation as quickly as possible to minimize the adverse impact of incidents on our customer’s business operations. Champions the product and technology within our Region and as such, is responsible for the application of knowledge across the organization. Participates as required in new product introductions and new product readiness activities.

Position Responsibilities:

Incident Handling 

  • Probes, guides and helps Channel field engineers/customers through troubleshooting, diagnosing and resolving complex issues within the boundaries of known technical functionality/issues while establishing customer relationships. 
  • When applicable, provides on-site Channel support which could include installation support, escalation support or training.
  • If Channel issues are resolved, will provide secondary support to all other service issues. 
  • Directly supports R1’s and Field Engineers.
  • Follows escalation processes and works directly with the Escalation Management and Vertical organization to communicate issues that go beyond the capabilities of the R2 to solve. 
  • Documents all investigation information within the service ticket for proper tracking.
  • Helps with Corrective Action Plan definition for Product Performance Tickets (PPT), critical sites - drives corrective actions into R1 and Field.
  • Accountable for appropriate service ticket management, including severity and days open. Escalates when appropriate based on our Customer Resolution Process. 
  • Accountable for continuous improvement in: Remote resolution rates, cycle time of open incidents.


Knowledge Sharing & Training

  • Communicates issue resolutions to Dedicated Channel R1’s and Channel Field Engineer -responsible for the transfer of knowledge for current product resolution.
  • Shepherds R1 and Field Engineer - providing guidance and development opportunities to individuals both directly and through formal assessments.
  • Provides direct input to the creation and use of knowledge documents.
  • Provides technical training to Dedicated Channel R1 team and Channel Field Engineers required on current products. This could be through remote training, or on-site.
  • Continues to develop skills towards new technologies.
  • Write Knowledge and How-To articles for specific resolution or workarounds for discovered defects.
  • Accountable for R1 skill development.
  • When applicable, supports new product introduction, including trade trial technical support.
  • Responsible for MOD compliance across field geographies.
  • Support Remote strategies implementation; patch deployment.
  • Spread the use of Remote troubleshooting capabilities among Technical teams.

Required Skills & Education:

  • Proficient in Microsoft Operating Systems (Windows XP, 7, 10)
  • 3+ years hands-on experience and demonstrated success in imaging equipment, particularly in digital radiography.
  • Demonstrated knowledge of Network troubleshooting and Diagnostic acumen.
  • Demonstrated ability of strong Problem-solving, logical thinking, and enjoys detective work.
  • Demonstrated ability to take ownership of issues and drive solutions.
  • Patience, and Ability to Multi-task in a fast-paced environment.
  • Excellent customer relation/communication skills.
  • Strong English communication, both written and verbal
  • Ability to effectively communicate in a logical, well thought out manner.
  • Strong communication and follow-up over the phone and email.
  • Exhibit leadership through personal responsibility, accountability and teamwork.


EDUCATION:

  • 4 year technical and/or software programming degree or equivalent experience

Desired Skills:

  • Knowledge of Carestream Equipment

Work Environment:

  • Remote

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Applying for a job with Carestream

All Carestream employees must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations

Requisition ID: 2411 


Nearest Major Market: Rochester