Technical Support Specialist

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

JOB SUMMARY: Heidelberg Engineering, Inc. develops, manufactures, sells and services high end laser diagnostic imaging systems for eye healthcare. The Technical Support Specialist provides help-desk technical phone support to our customers, company staff members and contractors to handle the troubleshooting and repair of hardware and software issues for our product lines.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide mid and high-level telephone technical support for our product lines to customers, field based sales and clinical support teams.
• Analyze customer issues and complaints to determine if issue is product or customer process related and take necessary steps to resolve any and all problems.
• Perform remote analysis, troubleshooting and repair using Bomgar.
• Enter and/or update relevant Case Ticketing information into
• Guide customers and field-based Sales and Clinical Support teams through data storage and workflow requirements.
• Troubleshoot and diagnose customer product issues. Determine if solution can be corrected via the phone and, if not, formulate a repair plan, determining most cost effective repair/resolution to minimize customer downtime.
• Provide customer and manager with proposed repair procedures and improvements.
• Provide relevant customer feedback to our Management and Product Management teams.
• Work with other team members and/or departments to triage and resolve escalated technical issues.
• Perform remote HE Application software installation and configuration.
• Work with customers and third-party vendors to provide recommended software interface solutions.
• Maintain an up-to-date knowledge of company products and services.
• Document technical knowledge in the form of notes and manuals.

Position Requirements

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

• Four or more years of hands-on experience in a technical phone support role.
• Associates degree and education and/or training in a technical field (IT a plus).
• Experience in IT hardware (PC, servers, laptops, printers, accessories).
• Experience and/or working knowledge of network technologies and troubleshooting techniques (TCP/IP, VPN, Remote Desktop, etc.).
• Knowledge and experience with MS Windows 7, 8, 10, Windows Server 2008, 2012 and 2016.
• Basic understanding of medical imaging technology, DICOM, HL7 and Relational Database technology.
• Excellent communication skills and the ability to interact effectively with specialized technical personnel and customers.
• Must be a self-starter, have strong interpersonal and organizational skills, and be flexible in a dynamic team environment.
• Should have a high degree of technical proficiency, excellent problem solving skills, and analytical abilities.
• Experience using  as a Case ticketing system a plus.
• Must be able to multi-task in a constantly busy work environment while maintaining an attention to detail.
• Must be willing to work remotely on occasion as needed.

PHYSICAL DEMANDS:

• While performing the duties the employee is:
  • constantly required to reach to use computers and other office equipment
  • constantly required to view objects at close and distant ranges
  • frequently required to communicate with others
  • frequently required to sit and stand
  • Requires fine manipulation and simple grasping in order to utilize the computer and other standard office equipment such as telephone, fax machines, copiers, etc.
  • Required occasional lifting and transporting of items weighing up to 50 lbs.

• Equipment typically used:
  Computers, Heidelberg devices, USB devices, tools used to work on computers.

Note:

For the purpose of this summary, occasionally is used to represent up to 1/3 of the time given to the work day, frequently represents 1/3 to 2/3 of the time and constantly represents 2/3 or more of the time.

WORK ENVIRONMENT:

Employee frequently works in a professional office environment with a lot of computer equipment. There is moderate amounts of noise and activity. Employee may occasionally be required to travel and must be available after hours. The work environment is fast-paced and demanding. Off-shift, weekend and overtime duties may be required as assigned by manager.

SALARY RANGE: $23.24/hr - $31.72/hr

Full-Time/Part-Time
Full-Time

Number of Openings
2

Location
HQ - Franklin, MA

This position is currently accepting applications.