Job description

Position Overview:

Reporting directly to the Senior Manager, Global Solutions and Support, the Technical Support
Specialist will provide remote and onsite technical software support for Circle’s growing portfolio
of imaging products to Circle customers throughout the EMEA region. The regular working hours for this position are scheduled between 8:00am to 5:00pm local time, however due to the nature of the position and on occasion, this position may cover other time zones.

The candidate will seek to excel at solving customer problems, to analyze, categorize and
prioritize customer issues; to provide consultative services on customers’ system infrastructure
and to facilitate optimal cardiology and radiology workflows.

This position is actively engaged in clinical production troubleshooting and the ability to shift
priorities easily and effectively is critical to success in the role.

General Responsibilities:
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed
by all employees in this classification. Shown are duties intended to provide a representative
summary of the major duties and responsibilities. You may not be required to perform all duties
listed and may be required to perform additional, position-specific duties as required.

Maintaining an excellent knowledge of Circle’s product suite and the field of cardiovascular
imaging.
Remote technical support to solve customer questions, including analyzing, categorizing
and prioritizing customer issues, to understand customer infrastructure, and to provide
recommendations for dealing with performance, system capacity and business continuity
issues.
Seek to ensure escalated pre and post sales situations are handled promptly and
consistently.
To assist in the development and maintenance of various support tools and systems.
Documentation of all customer feedback / issues and communicating those issues
through our ticketing system channels.
Assist in remote installation and configuration support for Circle products for customer
sites.
Assist in the development, enhancement, documenting, communicating and promotion
of the adherence to any department procedures.
Assess company needs and support initiatives that improve the company’s ability to
deliver an exemplary customer support experience.
Promote a team environment that strives to provide exemplary service to the End Users
and Distributor/OEM partners within the confines of department budget.
Be a role model for the company culture.
The candidate will be expected to participate in an on-call rotation for customer support
Some travel will be required to provide for on-site customer visits, conferences, trade
shows, conducting and receipt of training; travel is expected to be no more than 20% of
work time.

Required Skills/Experience:

Outstanding leadership, collaboration and interpersonal skills; professional presence and
behavior with the ability to handle diverse situations.
Outstanding listening, comprehension and clear, concise and grammatically correct oral
and written communication skills in both German and English.
At least 5 years’ experience in previous support roles, preferably within the realm of the
medical imaging sector. Experience with cardiology and or radiology workflows is
desirable as is experience with Magnetic Resonance and Computed Tomography.
A solid understanding of providing support for Windows desktops, Mac desktops and
Windows Servers
A solid understanding of LAN and WAN networking, switching, routing and firewalls.
Experience with medical industry software and hardware is highly desirable; DICOM,
PACS and HL7.
Experience with system software / technologies such as virtualization (VMWare, Citrix),
GPUs, Linux and LDAP/Active Directory.
Familiarity with JavaScript coding is desirable.
Detail oriented and have excellent follow through skills.
Given the distributed Support Team structure the candidate needs to be comfortable in a
self-directed working environment.
Experience in introducing multi-user software systems in enterprise environments is
mandatory.

Beneficial Skills/Experience:

Scripting and/or DevOps experience including experience with related toolsets and best
practices is desirable.
Exposure / experience with cloud services and implementations such as Amazon Web
Services, Microsoft Azure, Google cloud or similar is highly desirable.
The ability to speak additional languages fluently would be beneficial.

Educational Requirements: