Job Description:
• Serve as an escalation point of contact for service support management
• Monitor the service desk ticketing system and meet required SLA response commitments
• Document, track, and monitor problems through timely resolution
• Respond to support requests across multiple communication channels
• Investigate, identify, troubleshoot, and resolve technical issues for internal and external customers
• Develop and improve troubleshooting processes, technical knowledge, and team performance
• Assist customers with software and computing platform questions
• Create and edit technical documentation and knowledge articles
• Share knowledge, coach and mentor Support Specialists, and assist with training
• Support customer visits, cross-functional teams, and projects
• Liaise between Support and Development, escalating issues and documenting resolutions
• Communicate with customers, X-ray dealers, IT personnel, and other stakeholders
• Coordinate corrective action efforts
• Assess system performance, product development, and product support
• Provide product and service support throughout the product life cycle
• Maintain relationships among customers, Sales, and Service Support
• Report failures through the complaint management system
• Provide customer follow-up for call center events
• Advise management on training needs, improvement areas, prioritization, and product development issues
• Maintain customer satisfaction and support NPS goal of 70
• Follow the department’s Call Quality Plan and LEAN 5S (6S) standards
• Complete and maintain paperwork and training records
• Complete additional projects and assignments as directed by management
Requirements:
• Excellent deductive reasoning and troubleshooting skills
• Ability to respond to frequent demands from multiple customers
• Ability to work in a fast-paced, multitasked work environment independently and as a member of a team
• Understanding of radiology principles
• Excellent interpersonal skills and ability to articulate information to technical and nontechnical personnel
• Working knowledge of computer networks, wiring diagrams, and X-ray systems, including mechanical, digital, and computed systems
• Familiarity with medical software is a plus
• Proficient in Windows OS and Network Server environments
• Excellent verbal and written communication skills
• Strong attention to detail when transcribing communications into the service ticketing system
• Ability to work professionally and helpfully with customers, dealers, and Konica Minolta staff
• Organized and punctual
• Multilingual skills, particularly Spanish and/or Portuguese, are a plus
• Ability to read highly technical repair information and manuals
• Call center experience and extensive customer contact experience are valuable and critical to success and staff development
• Bachelor's degree or related technical education/experience
• 5+ years of experience servicing, installing, and maintaining medical X-ray systems and components
• Medical technical support call center experience is helpful
Benefits:
• Optional work from home arrangement
• Minimal travel may be required
• Domestic travel approximately 10–20% to alternate KMHA sites, training or installation events, and possibly Sales/Service Conferences