Careers

Technical Support Engineer (Mid-Level)

Description

This Technical Support Engineer (TSE) reports to the Director, World Wide Service at ZONARE Medical Systems a manufacturer of medical ultrasound equipment. The candidate is expected to provide technical assistance to our customers and perform the repair of failed spare parts. The successful TSE will be distinguished by their technical expertise, problem solving abilities, and their resourcefulness in diagnosing and researching solutions. This proficiency will be combined with timeliness, reliable follow through in resolving customer calls, and excellent verbal and written communications skills.

As a part of the technical support team, this position will also be instrumental in creating, and maintaining documentation, process standards, and service information. The TSE will also perform failure confirmation on returned spare parts, repair the failed part, and perform verification testing.

Responsibilities

  • Provide first line technical support to the ZONARE Medical System’s customers, dealer service network, and Sales-Applications team
  • Support the installation, maintenance, and repair of ZONARE ultrasound products
  • Resolve customer calls and equipment problems in an effective and efficient manner while maintaining outstanding customer satisfaction
  • Perform failure testing and repair of electrical assemblies returned from the field
  • Track shipments and returns of parts returned to vendor for repair
  • Provide field feedback to ZONARE product development department and process improvement programs
  • Identify product defects and follow proper escalation procedures when appropriate

RequiredSkills

  • Associates degree or equivalent work experience required. BS degree desirable
  • 5+ years experience of technical support or field service group experience with a medical imaging company providing support specifically for ultrasound products
  • Able to diagnose parts failures on the work bench and make repairs to the component level and/or board exchange level
  • Solid hands-on knowledge of Microsoft office products (MSWord, EXCEL, OUTLOOK) required
  • Must be very computer savvy with operating software experience required
  • Understanding of network technology
  • Excellent interpersonal and communication skills.
  • Proven ability to successfully interface with a wide variety of people is essential
  • Must be able to travel Domestically as well as possible International travel