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Technical Support Engineer - Danbury CT

Job Order ID 3015
City Danbury

Employment Type Permanent
Posted Date 4/1/2019

Brief Description

Summary of Duties and Responsibilities  

  • Provide Technical Support to customers, Application Trainers, Field Engineers, and trained Biomedical Technicians worldwide.
  • Communicate product improvements, latest repair techniques, and supply documentation to the field.
  • Maintain product proficiency.
  • Initiate timely and accurate updates of service activities into the customer support CRM.
  • Assist in parts ordering, return authorization, and computer configuration processes.
  • Implement engineering change requests for reliability issues or product improvements.
  • Escalate to management appropriate service issues and concerns.
  • Assist the Service Engineering training department with technical content, device upgrades/repair, and as training presenter when applicable.
  • Support revenue generation through the promotion of upgrades, sales and accessories, service contracts and consumables.
  • Assist with or write documentation to enhance technical bulletins, user guides, procedures, and technical manuals.
  • May require after hours telephone support or on-call availability.
  • Limited travel will be required for complex repairs, installations, pre-site evaluations, training, and to assist with national trade shows.

Requirement Note
  • Must have a strong working knowledge of products and the methodology utilized to effect field installations and repairs.
  • Must have a high level of competency in Windows XP and Windows 7 operating systems.
  • The ability to interact and communicate effectively with customers via phone, email, and in person.
  • Capable of performing installations and repairs in order to train users on the operation of our products.
  • Solid organizational skills will be required for placing parts orders / returns, documenting call trending, and communicating product reliability and service related issues / concerns.
  • Must be willing to work in a fast paced, interrupt driven environment, while handling multiple concurrent tasks.
  • Position requires considerable interpretation of data, independent judgement, and extensive product knowledge in order to handle varied situations.


  • Associates degree or equivalent experience in one or more of the following disciplines: Computer science, education, electrical/electronic engineering, radiology, radiologic equipment manufacturing, or communications.
  • Additional training in medical diagnostic imaging and procedures is desirable.
  • Telephone support experience essential with 1-3 years of experience in a technical support role.
  • Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer based electro-mechanical equipment, X-ray, digital imaging, or related medical diagnostic equipment.
  • A strong background in computer hardware and troubleshooting is a major plus.
  • Previous exposure to a call center is desirable.

Specialized Knowledge

  • Windows 98, MS-DOS, as well as networking and computer hardware.
  • Working knowledge of networking, hospital information systems, and DICOM or PACS systems desirable.
  • Familiarity with X-ray equipment is desirable.
  • Exceptional communications skills required, both oral and written.
  • Excellent troubleshooting skills are essential.
  • The ability to multi-task and complete assigned projects accurately and timely is required.

Contact Details:
Stephanie Gonzalez
(813) 973-2200 xtn 3009