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Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.
At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 3,000+ professionals!
Compensation: $87,000 - $115,000
*This range reflects Carestream’s good faith estimate to pay fairly as starting wage. Offers will be tailored within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process, as well as geographic market differentials for the position.
Position Summary: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 Specialist 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.
• Degree or 7+ years of applicable on the job experience with deep understanding of Carestream Health products and systems.
• Considered a Technical product expert in troubleshooting and providing solutions on at least 1 Carestream manufactured.
equipment, or has a unique skillset or expertise (i.e., Log Analysis for SW or Hardware, Network Troubleshooting).
• 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.
Ability to travel up to 30%
Carestream is an Equal Opportunity Employer
Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
Applying for a job with Carestream
All applicants must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations
Requisition ID: 4241