Job description

Technical Support Engineer supports global product and geography. Provides direct support to customer service escalations through interfacing with Peers, Business Partners Field Engineers, Field Engineers, Operations and Development. The primary goal of the Technical Support Engineer is to restore normal service operation as quickly as possible to minimize the adverse impact of incidents on our customer’s business operations. Champions the product and technology within our team and as such, is responsible for the application of knowledge across the organization. Contributes to the analysis of data trends to identify systemic product issues and supports actions to prevent issues from re-occurring. Participates as required in new product introductions and new product readiness activities.

Position Responsibilities:

1. Incident Handling and Product Performance

• Probes, guides, and helps all customers through troubleshooting, diagnosing, and resolving complex issues

independently and with Principal Technical Engineer peers.

• Responsible for collaborating and developing Technical Support Specialist I/II team and Technical Support Engineer

members to enhance their technical skillset and capabilities to resolve service events on their own.

• Responsible for service ticket ownership and collaborating with peers to resolve customer issues.

• Communicates troubleshooting and issue resolution to customers.

• Documents all investigation information within the service ticket for proper tracking.

• Accountable for appropriate service ticket management, including severity, continuous review of open service events and

timely closure. Ensure ticket compliance.

• Utilizes appropriate tools and attempts to replicate customer’s issues as needed to effectively resolve issues

(i.e., Remote Management System, Team Viewer, Simulator)

• Escalates to R&D when additional knowledge and expertise are required to resolve the customer incident. Engage

Principal Technical Engineer, when applicable.

• Identifies current product trends and supports the analysis of the service data to understand major issues impacting product performance.

• Responsible for Mod compliance by field operation

• Provides feedback on technical content, service bulletins and support documentation.

2. Knowledge Sharing and Training

• Accountable for service organization development both directly and through formal training (i.e., remote team members

and field service)

• Contributes and provides input for new product introduction and training.

• Guides, Mentors and Oversees the creation of Knowledge Articles.

• Facilitates knowledge sharing forums via meetings, workshops, newsletters, and email.

• Support Trade shows.

Required Skills & Education:

• Bachelor's degree in an engineering discipline or 7+ years of applicable on the job experience with deep understanding of medical imaging products and systems.

• Has a unique skillset or expertise (i.e., Log Analysis for SW or Hardware, Network Troubleshooting) OR considered a technical product expert in troubleshooting and providing solutions on at least one Carestream manufactured equipment.

• Strong verbal and written customer communication and relationship skills.

• Independent, self-disciplined and ability to multi-task in a fast-paced environment.

• Team player who effectively collaborates across team, other functions, and leadership.

• Demonstrates a positive, adaptive, and resilient mindset.

• Customer Champion.

• Ability to work independently, and seeks out appropriate expertise within Carestream to resolve problems and deliver solutions when warranted.

• Proficient in Microsoft Operating Systems (Windows XP, 7, 10)

• Demonstrated knowledge in Diagnostic Acumen.

• Exhibit leadership through personal responsibility, accountability, and teamwork.

• Ability to adapt and change quickly to resolve service events based on priority or pivot to offer the most effective help.

• As required, travels to customer or product location to assist in resolution of escalated issues.

Physical Requirements: