Technical Support Specialist – X-Ray Systems

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as a primary escalation point for service support management.

• Oversee the service desk ticketing system to ensure adherence to SLA response commitments.

• Document, track, and manage problems until they are resolved in a timely manner.

• Address support requests through various communication channels.

• Investigate, identify, troubleshoot, and resolve technical issues for both internal and external customers.

• Enhance troubleshooting processes, technical knowledge, and team performance.

• Assist customers with inquiries related to software and computing platforms.

• Create and revise technical documentation and knowledge articles.

• Share expertise, coach and mentor Support Specialists, and help with training initiatives.

• Support customer visits, collaborate with cross-functional teams, and participate in projects.

• Serve as a liaison between Support and Development, escalating issues and documenting solutions.

• Communicate effectively with customers, X-ray dealers, IT personnel, and other stakeholders.

• Coordinate corrective action initiatives.

• Evaluate system performance, product development, and product support.

• Provide product and service support throughout the entire product life cycle.

• Maintain strong relationships with customers, Sales, and Service Support teams.

• Report failures utilizing the complaint management system.

• Follow up with customers regarding call center events.

• Advise management on training necessities, areas for improvement, prioritization, and product development concerns.

• Ensure customer satisfaction and support achieving an NPS goal of 70.

• Adhere to the department's Call Quality Plan and LEAN 5S (6S) standards.

• Complete and maintain necessary paperwork and training records.

• Undertake additional projects and assignments as directed by management.

⛳️ Requirements

• Exceptional deductive reasoning and troubleshooting abilities.

• Capability to respond to frequent demands from multiple customers.

• Ability to thrive in a fast-paced, multitasking environment, both independently and as part of a team.

• Understanding of radiology principles.

• Excellent interpersonal skills with the ability to convey information to both technical and non-technical personnel.

• Working knowledge of computer networks, wiring diagrams, and X-ray systems, including mechanical, digital, and computed systems.

• Familiarity with medical software is an advantage.

• Proficient in Windows OS and Network Server environments.

• Strong verbal and written communication skills.

• Keen attention to detail when documenting communications in the service ticketing system.

• Ability to interact professionally and helpfully with customers, dealers, and Konica Minolta staff.

• Highly organized and punctual.

• Multilingual capabilities, especially in Spanish and/or Portuguese, are a plus.

• Ability to comprehend highly technical repair information and manuals.

• Call center experience and substantial customer contact experience are critical for success and staff development.

• Bachelor's degree or related technical education/experience.

• Over 5 years of experience in servicing, installing, and maintaining medical X-ray systems and components.

• Experience in medical technical support call centers is advantageous.

🏝️ Benefits

• Option for a work-from-home arrangement.

• Minimal travel may be necessary.

• Domestic travel is approximately 10–20% for visits to alternate KMHA sites, training or installation events, and potentially Sales/Service Conferences.