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Technical Support Engineer for Software Solutions
2 months ago
Role Overview
The Software Technical Support Specialist is responsible for delivering exceptional support for advanced medical imaging equipment. This role encompasses operator training on software applications, system utilization, troubleshooting, and basic repair of cutting-edge industrial computed tomography and radiography systems.
Key Responsibilities
- Deliver outstanding customer-facing technical software support with professionalism.
- Collaborate with internal teams and departments to facilitate training and resolve issues.
- Assist software developers in addressing customer-reported problems and validate 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, covering software applications, operational theory, and basic maintenance practices.
- Support system component installation or provide assistance during installation processes.
- Manage the creation, distribution, and support of software licenses as necessary.
- Engage in warranty, paid service, and service contract activities.
- Devote approximately 60% of the role to training end users on NSI software packages.
- Contribute to the development of technical manuals and system operation guides.
- Create training videos for both internal and external audiences.
- Provide timely updates to customers regarding the progress of their service and support inquiries.
- Assist manufacturing teams with system integration and factory acceptance testing.
- Collaborate with application engineers to develop scanning techniques utilizing 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
- Completion of specialized technical training or an associate's degree.
- Proficient software and computer skills.
- Effective and professional communication abilities.
- Capacity to work independently with a strong sense of urgency.
- Adept at 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.
- Possession of a valid driver's license.
