Technical Support Engineer

Date: Sep 8, 2022

Location: CA, US

Company: Carestream Health

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 3,000+ professionals!

Position Summary:

The Remote (R1) role is focused on providing support for Carestream’s Medical Solutions products. It requires strong analytical trouble-shooting skills, excellent telephone etiquette and customer service skills to provide appropriate solutions to minimize customer downtime and customer business impact. Must have relevant technical knowledge of the products supported. You will represent Carestream by providing Remote 1 technical support to direct customers, field engineers, and dealers both by telephone and remote connectivity for Digital Imaging Systems. Also, it is necessary to be able to collaborate within the team and R2 team to drive solutions. 
This person MUST want/like to be on the phone, and have the personality and drive to work with internal and external customers to solve their problems

Position Responsibilities:

Incident Handling
• Communicates via phone, remote management system, and chat to resolve customer issues.
• Probes, guides, and helps all customers through troubleshooting, diagnosing and resolving issues within the boundaries of known technical functionality/issues while establishing customer relationships. When applicable, works closely with field and engineering teams to create a single voice to the customer.
• Diffuses difficult situations and implements positive solutions.
• Documents all investigation information within the service ticket for proper tracking.
• Accountable for appropriate service ticket management, including severity and days open. Timely closure of incidents and escalates when appropriate based on our Customer Resolution Process.
• Accountable for continuous improvement in: Remote resolution rates, cycle time of open incidents.
• For remote solutions, confirms resolution with the customer and documents a formal service incident closure.

Knowledge Sharing & Training
• Communicates issue resolutions with the R1 team and Field Engineer.
• Provides direct input to the creation and use of knowledge documents.
• Continues to develop skills towards new technologies and equipment.
• Write Knowledge and How-To articles for specific resolution or workarounds for discovered defects.
• When applicable, supports new product introduction, including trade trial technical support.

Required Skills & Education:

• Excellent customer relation/communication skills via the phone and email.
• Must have strong customer interaction skills over the phone.
• Proficient in Microsoft Operating Systems (Windows XP, 7, 10)
• 2+ years hands-on experience and demonstrated success in imaging equipment, particularly in digital radiography.
• Independent, Self-disciplined, and Ability to Multi-task in a fast-paced environment.
• Strong English communication, both written and verbal
• Ability to effectively communicate in a logical, well thought out manner.
• Exhibit leadership through personal responsibility, accountability, and teamwork.
• Rotational on-call schedule which requires holiday coverage.

Desired Skills:

• 2 years of applicable on the job experience with thorough understanding of Carestream products and systems.

Work Environment:

Remote home office

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 applicants 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: 2789