Technical Support Engineer

The eRAD Technical Support Engineer will be supporting the Radiology Information Systems (RIS) and Picture Archiving & Communications Systems (PACS) in high-intensity medical radiology environments. The Customer Support team is responsible for the management of eRAD RIS and PACS software and hardware products designed to enhance productivity in hospitals and medical imaging centers. The eRad Technical Support Engineer will be responsible for remote telephone and direct on-site support of new and existing RIS / PACS solutions at hospitals, imaging centers, and reading groups. The eRAD Technical Support Engineer will also be able to architect solutions to complex problems faced by clinicians and Radiologists actively providing patient care.

Essential Duties and 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

PLEASE NOTE:  This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned, and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• 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

• PACS / Radiology experience a plus

• Radiology Workflow experience a plus

• BA / BS Degree.

• Comp TIA Linux or RHCA or RHCT Certifications

• CCNA / CCNP

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

• Caution and responsible approach when addressing system level needs.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance. 

• Follows OSHA regulations, RadNet and site protocols, policies, and procedures.

• Follows HIPAA, compliance, privacy, safety, and confidentiality standards always.

• Practices universal safety precautions.

• Promotes good public relations on the phone, via email and in person.

• Adapts and is willing to learn new tasks, methods, and systems.

• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.

Working Environment

Remote.

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.