Technical Support Engineer

Summary

Join our team as an eRAD Technical Support Engineer, supporting Radiology Information Systems (RIS) and Picture Archiving & Communications Systems (PACS) in medical radiology environments. You will provide remote and on-site support for new and existing RIS/PACS solutions, troubleshoot technical inquiries, and maintain positive customer relationships. This role involves system administration, performing system updates, educating customers, and identifying new sales opportunities. You will also architect solutions to complex problems and manage a team of junior engineers. The position requires strong customer relationship skills, IT expertise, and experience troubleshooting complex applications. A BA/BS degree and specific certifications are required.

Requirements

• A thorough understanding of eRAD RIS / PACS benefits and advantages in the marketplace
• Strong customer relationship skills with support and call center experience
• Strong IT, networking, and computer skills
• Experience troubleshooting complex applications and software products
• Strong understanding and experience with PC and Server hardware platforms
• Knowledge of archival and storage media
• Excellent troubleshooting, diagnosis, and analytical skills
• Excellent written and verbal communication skills
• Linux system administration
• All Windows Operating systems (Server and Windows 7 and above)
• Ability to work flexible hours
• BA / BS Degree
• Comp TIA Linux or RHCA or RHCT Certifications
• CCNA / CCNP

Responsibilities

• Troubleshoot and resolve customer technical inquiries related to eRAD software products
• Proactively communicate with customers to maintain positive relationships
• Utilize information tools, training, and experience to provide high level of customer satisfaction
• Participate in system administration duties and projects designed to decrease emergency technical support interactions and system downtime
• Perform eRAD RIS / PACS system updates
• Educate customers in system use and best practice methods, enabling them to provide top notch healthcare
• Increase revenue streams by developing new sales opportunities and programs during customer interactions
• Present and articulate advanced product features and benefits of eRAD RIS and PACS
• Communicate effectively with both technical and non-technical customers
• Enlists the support of sales specialists, service resources, engineering resources, development resources and management resources as needed
• Closely coordinates company executive involvement with customer management
• Works closely with all company team members to ensure customer satisfaction and problem resolution
• Responsible for managing a team of junior engineers

Preferred Qualifications

• PACS / Radiology experience
• Radiology Workflow experience

Benefits

Remote