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Senior Technical Support Specialist

2 months ago

Atlanta, Georgia, United States CareStream Dental LLC Full time
Job Overview

POSITION SUMMARY

The Technical Solutions Engineer (TSE) serves as a dedicated resource tasked with delivering advanced technical assistance to Carestream Dental clients, field teams, dealers, and third-party entities. The primary objective is to swiftly resolve incidents or requests upon escalation, thereby minimizing disruptions to customer operations and ensuring continuity of business functions.

GENERAL REQUIREMENTS

  • Demonstrated ability to make independent decisions utilizing sound judgment and situational analysis.
  • Proficient in DICOM protocols and computer networking, with a solid understanding of contemporary information technology infrastructures and systems. Relevant network certifications such as A+ or Net+ are advantageous.
  • Competent in Microsoft Word and Excel.
  • Exhibits a strong cognitive ability to visualize concepts and rapidly assimilate new information and terminology.
  • Proficient in problem analysis, multitasking, organization, data collection, and record maintenance.
  • Ability to foster effective working relationships.
  • Proven problem-solving skills with the capacity to deliver immediate solutions.
  • Exceptional written and verbal communication skills in English, with superior customer service and interpersonal skills (additional languages are a plus and may be required based on geographical considerations).
  • Advanced technical knowledge of assigned products and operating systems.
  • General understanding of database theory, distributed computing architecture, storage technologies, and networking.
  • Experience in technical documentation writing.
  • Awareness of potential business impacts and familiarity with radiological and dental customer operations and workflows.
  • Possession of a valid driver's license with a clean driving record.
  • Willingness to utilize personal vehicle for service calls and travel as necessary.
  • Availability for 24/7 on-call support.

JOB RESPONSIBILITIES

  • Deliver professional, courteous, and prompt escalated technical support to both internal and external clients, acting as the primary technical contact throughout the incident lifecycle.
  • Identify and log incidents, conducting thorough research to resolve complex customer issues in alignment with company standards.
  • Perform incident categorization and initiate Requests for Change (RFC) as required.
  • Engage in Root Cause Analysis (RCA) as part of a collaborative team, contributing data for trend analysis and defect identification.
  • Manage the dispatch of parts and field engineers, balancing cost reduction with enhanced customer satisfaction.
  • Conduct on-site activities as necessary and document issues and resolutions comprehensively in the CRM.
  • Communicate effectively with internal and external stakeholders regarding escalated support issues.
  • Assist with annual events such as trade shows and training sessions as needed.
  • Travel internationally for training related to product launches and certifications.
  • Troubleshoot equipment and software issues to identify root causes and facilitate defect corrections.
  • Maintain and manage internal labs, inventory, tools, and equipment to ensure operational functionality.
  • Proactively report potential risks regarding data integrity and service interruptions.
  • Adhere to regulatory compliance and maintain ethical standards in all business dealings.

EDUCATION AND EXPERIENCE

  • Bachelor's degree in Electrical, Computer, Mechanical, or Industrial Engineering, or an equivalent engineering program. An associate degree may be acceptable with extensive relevant experience.
  • Proficient understanding of electronic components, schematics, and power systems.
  • Experience in service and maintenance of medical x-ray systems is preferred.

DESIRED QUALIFICATIONS

  • Fluency in French, Spanish, or Portuguese.
  • ITIL v3 certification and Six Sigma Green or Black Belt certification.
  • Experience in field service engineering within medical/dental imaging, particularly with CT systems.
  • Familiarity with Citrix configuration, cloud network troubleshooting, and SQL database management.
  • Knowledge of design software related to dental applications.