Job Details

Technical Support Specialist

Company name
Hologic, Inc.

Location
Marlborough, MA

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Technical Support Specialist','171561','!*!Hologic, Inc. is a leading developer, manufacturer and supplier of premium diagnostic products, medical imaging systems and surgical products. The Company's core business units focus on diagnostics, breast health, GYN surgical, and skeletal health. With a unified suite of technologies and a robust research and development program, Hologic is dedicated to The Science of Sure.

There has never been a more exciting time to join us. Bright people, working together to pioneer advances in human health care, have created Hologic's success. Our company believes that people are our greatest asset and only by recruiting, hiring, developing and retaining the most talented employees can we continue to be successful.  Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment and the ability to make a dramatic difference in the world of healthcare.

We are rapidly growing and yet we have never been more focused – on our people, on our growth, on our future. ','!*!As a member of the Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Breast and Skeletal Health products via phone, e-mail and web. 

This position will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, clinical specialists, biomedical engineers) and field staff (clinical application specialists) to facilitate the successful use of Hologic products.

This position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals.

Summary of Duties and Responsibilities

Provide technical support and service for Hologic Breast & Skeletal Health customers via, phone, e-mail and web interactions

Perform basic troubleshooting and diagnose technical problems using remote diagnostic tools

Deliver consistent, high quality and responsive support to external and internal customers

Take ownership of reported issues by being empathetic to the customer’s needs

Set expectations and manage reported issues through to their completion while providing regular status updates to the customer

Document, track and manage all support requests, communications and actions in the CRM system

Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences

Expedite the resolution of all customer requests to meet our standards for service excellence

Escalate issues to the appropriate resource to ensure timely resolution

Collaborate with other team members and departments to facilitate the problem resolution process

Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB

Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely

Maintain a current and requisite knowledge level for your supported products

Attend training and self-study to acquire, maintain and improve job skills

Escalate appropriate service issues and concerns to management as necessary

Identify and embrace opportunities for continuous improvement

Perform other duties and projects as assigned, to meet company and department objectives.

Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.','!*!Qualifications                          

Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences

Excellent customer service and interpersonal skills

Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users

Demonstrated track record and passion for understanding and addressing customer needs

Strong analytical and problem-solving skills

Must possess the ability to work independently to resolve reported or discovered product issues

Highly organized and detail oriented

Strong follow-up skills with a keen eye towards driving issue resolution

Results driven and dedicated to delivering outstanding work

Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment

Strong knowledge of support tools such as CRM, knowledge management and ACD systems

Must have strong knowledge and expertise using the Windows operating systems. Knowledge of command- line navigation and Linux/Unix is a plus

Experience and working knowledge of network technologies (e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop)

Proficiency in Microsoft Office products including Outlook, Word, Excel and PowerPoint

Basic understanding of medical imaging technology, DICOM and PACS storage systems is helpful, but not required

Ability to identify and assist with the implementation of process improvements

Education

College degree required (Associate level and above).  A technical discipline such as computer science, electrical/electronic/biomedical engineering a plus, or an equivalent blend of education and experience in a fast-paced technology environment

Experience 

A minimum of 4 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support capacity for complex software applications or medical devices

Prior experience in a service environment working with customers to resolve problems related to medical workflow with emphasis on DICOM and network workflow, is a plus

Specialized Knowledge 

Knowledge of imaging technologies, DICOM and understanding of application integration and mammography workflow is helpful but not required

Working knowledge of mammography equipment is helpful but not required

Familiarity with various medical devices such as MRI, Ultrasound and Bone Density is helpful but not required

 Additional Details

(Including Physical & Mental requirements)

This position requires the ability to maintain consistent and timely attendance for assigned support shifts.  Also, requires the ability to work a full-time schedule with flexible work hours for assigned support shifts, including select holidays, as well as the after-hours and weekend on-call rotation

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter.  All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer & VEVRAA Federal Contractor','United States-Massachusetts-Marlborough','','','','BSH Customer Experience and Service','Full-time','Day Job','','Jan 4, 2018','Technical Support Specialist

Company info

Hologic, Inc.
Website : http://www.hologic.com

Company Profile
Hologic, Inc. (Nasdaq: HOLX) is a leading developer, manufacturer and supplier of premium diagnostic products, medical imaging systems, and surgical products, with an emphasis on serving the healthcare needs of women throughout the world

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