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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 equipment. This role involves conducting operator training on software systems, troubleshooting issues, and performing basic repairs on cutting-edge industrial computed tomography and radiography systems.
Key Responsibilities
- Deliver top-tier customer-facing technical support for software applications in a professional manner.
- Collaborate with internal teams to facilitate training and resolve technical problems.
- Assist software developers in addressing customer-reported issues 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, covering software applications, operational theory, and basic maintenance.
- Provide installation support for system components as needed.
- Manage the creation, distribution, and support of software licenses.
- Engage in warranty, paid service, and service contract activities.
- Devote approximately 60% of the role to training users on NSI software packages.
- Contribute to the development of technical manuals and system operation documentation.
- Create training videos for both internal and external audiences.
- Keep customers informed with timely updates on their service and support requests.
- Support manufacturing with system integration and factory acceptance testing.
- Collaborate with application engineers to develop scanning techniques using proprietary imaging software tailored to customer needs.
- Coordinate with the service team on scheduling and billing matters.
- Willingness to travel up to 25% as required.
Qualifications
- Completion of specialized technical training or an associate degree.
- Proficient in software and computer applications.
- 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.
- Possession of a valid driver's license.
