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Technical Support Eng

Canon Medical Systems USA Inc

  • Washington, WA
  • 8 days ago
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    Skills

    • 2nd Level Supportunmatched
    • Analysis Skillsunmatched
    • Auditingunmatched
    • Beta Test/Releaseunmatched
    • Clinical Supportunmatched
    • Consultingunmatched
    • Groundskeepingunmatched
    • Identify Issuesunmatched
    • Information Technology & Information Systemsunmatched
    • Marketingunmatched
    • Mentoringunmatched
    • Modalityunmatched
    • On Site Supportunmatched
    • Problem Solving Skillsunmatched
    • Product Documentationunmatched
    • Product Managementunmatched
    • Product/Service Launchunmatched
    • Seminarsunmatched
    • Technical Operationsunmatched
    • Technical Supportunmatched
    • Technical Trainingunmatched
    • Technical Writingunmatched
    • Time Managementunmatched

    Description

    • Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
    • Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
    • Participate in Technical Operations†modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
    • Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
    • Participate in the installation of new products within the region.
    • Support the Beta testing of Field Maintenance Instructions (FMIâ€s) occurring within the zone. Monitor the status and facilitate the completion of all FMIâ€s within the region.
    • Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
    • Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
    • Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
    • Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
    • Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
    • Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
    • Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front line staff. Network with other zones to share technical information.
    • Support zone service marketing efforts.
    • Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
    • Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
    • Escalates technical issues and inquiries, as needed.
    • Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
    • Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
    • Contributes to and generates knowledge articles per P&P.

    Numbers & Facts

    LocationWashington, WA

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