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Technical Software Support Engineer

2 months ago


Rogers, Arkansas, United States Insight Global Full time

Position Overview

The Technical Software Support Specialist is responsible for delivering exceptional assistance for advanced medical equipment. This role encompasses training operators on software applications, troubleshooting issues, and performing basic repairs on cutting-edge industrial computed tomography and radiography systems.

Key Responsibilities

  • Deliver outstanding customer-facing technical software support in a professional manner.
  • Collaborate with internal teams and departments to facilitate training and resolve issues.
  • Assist software developers in addressing customer-reported problems and validating the effectiveness of solutions.
  • Maintain communication with customers regarding the status of their issues and the availability of fixes.
  • Conduct operator training on x-ray imaging systems, including software applications, operational theory, and basic maintenance.
  • Provide installation support for system components as needed.
  • Create, distribute, and manage software license installations as required.
  • Engage in warranty, paid service, and service contract activities.
  • Allocate approximately 60% of the role to training end users on NSI software packages.
  • Contribute to the development of technical manuals and system operation instructions.
  • Produce training videos for both internal and external audiences.
  • Keep customers informed with timely updates regarding their service and support requests.
  • Assist manufacturing teams with system integration and factory acceptance testing.
  • Collaborate with application engineers to develop scanning techniques using proprietary imaging software tailored to customer-specific needs.
  • Coordinate with the service coordinator on scheduling and billing matters.
  • Willingness to travel up to 25% as required.

Qualifications

  • Possess specialized technical training or an associate's degree.
  • Demonstrate strong software and computer proficiency.
  • Exhibit effective and professional communication skills.
  • Ability to work independently with a strong sense of urgency.
  • Capable of reading, comprehending, and interpreting complex technical information related to mechanics and electronics.
  • Experience in delivering training in both classroom and hands-on environments.
  • Strong customer service orientation with a high level of professionalism.
  • Must hold a valid driver's license.