National Tech Support Manager CT / Golden, CO
About the Job
Unisyn Medical Technologies (www.unisynmedical.com) is a private equity-backed national provider of total lifecycle medical imaging solutions to the diagnostic imaging industry. Unisyn leverages its proprietary technologies and advanced technical capabilities to provide high quality, cost-efficient solutions for its customers across multiple modalities and vendor platforms. We are expanding rapidly in terms of geography, market share and service offerings and are looking for high-energy, self-directed, highly motivated professionals interested in contributing to the growth and success of the Company.
We are currently seeking an experienced TECHNICAL SUPPORT MANAGER to serve our CT customers and field service engineers across the country.
POSITION: Tech Support Manager, CT
REPORTS TO: VP-Service Operations
STATUS:Regular, Full-Time, Exempt
LOCATION: Based out of Golden, CO headquarters with considerable driving and air travel
SUMMARY:
The Technical Support Manager (TSM) is responsible for all of the technical aspects of developing, implementing and supporting company service delivery programs; creates technical documentation and tools and provides on-line and phone support for Unisyn’s Field Service Engineers, Remote Service Engineers, and customers; and has primary responsibility for internal service training programs and authoring White Papers.
ROLES & RESPONSIBILITIES:
• Develop and maintain service documentation
• Assist in defining and developing proprietary service tools, including remote diagnostic technologies
• Provide technical support (including part ID) to customers, Field Service Engineers, and Remote Service Engineers by phone, email, and on-site as needed
• Help to ensure regulatory and quality system compliance of service documentation and tools
• CAPA, investigate quality/regulatory complaints and CARs
• Develop/create and drive the implementation of service delivery programs
• Assist in the creation of modality-specific service processes
• Support the monitoring and communication of product safety recalls and/or End of Service Life notifications
• Develop and deliver service training classes, including customer presentations
• Support the evolution of the service/repair knowledge database
• Interact with sales personnel in quoting and review of service contracts
• Support depot repair activities with labor and expertise as needed
• Determine FSE requirements for service tools and test equipment
• Provide guidance, support, and recommendations on service part inventories and inventory investments
• Ensure the highest levels of customer satisfaction
• Other duties as assigned
REQUIREMENTS:
Education & Certifications
• Bachelor of Science degree in an engineering discipline; electrical, biomedical, or computer engineering preferred
• Military electronics background a plus
• Must be eligible to obtain Radiation Safety Certification per state requirements (if applicable)
Experience
• 5+ years of diagnostic imaging field service experience with Siemens, GE, Philips, Toshiba, Hitachi, Fischer and/or Hologic equipment preferred
• 7+ years of direct field service experience preferred
• Knowledge of ISO 9000 and FDA Quality System Regulation (QSR) quality control guidelines
• LEAN and/or Six Sigma experience a plus
• Demonstrated experience creating product and process documentation
• Working knowledge of MRP, ERP, and field service software systems
• Specific familiarity with multi-vendor medical imaging service needs
• PACS and DICOM experience
• HIS/RIS networking a plus
Travel
• Valid driver’s license with clean record for prior five years
• Reliable transportation
• Ability and willingness to travel 50% or more, including evenings and weekends
Competencies
• Quality- and customer-service driven with highest level of personal integrity
• Proficient with MS Office applications (e.g., Excel, Word, Outlook, Access)
• UNIX/Linux a plus
• Clear and professional verbal and written English language skills
• Ability to apply critical thinking skills and proactively solve problems; project management a plus
• Ability to work effectively with minimum supervision
• Ability to establish and maintain effective working relationships and work with customers
• High level of attention to detail and accuracy
• Organizational skills and ability to prioritize tasks
• Ability to react quickly and adapt to changes in priorities, circumstances and direction
• Ability to lift 40+ pounds