Regional Support Engineer

The Regional Support Engineer, will provide technical support to the Field Service team and act as a primary technical liaison between the business unit and the field. The position will require the ability to deliver customer service that delights and positively differentiates the United Imaging Healthcare experience for our customers. The successful candidate will have many years of experience in Healthcare IT or Medical Imaging Systems support, service, and repair. He / she will also help lead the tactical buildup of multi-modality workstations and server experience in the customer service organization as we go through a period of fast growth. The Region Support Engineer must demonstrate the ability to live and work in fast paced environment with a group of colleagues striving to build a successful and collaborative team to support healthcare customers across the country. The position will report to the head of TS. 

Duties & Responsibilities

• Acting as Regional Support Specialist for HSW (Healthcare Software) systems in the USA: providing rapid technical support to Customer Service Engineers and Customers, both remote and on-site as needed.
• Responsible for technical knowledge transfers to field-based Customer Service Engineers to drive world class first-time-fix rates.
• Responsible for developing and delivering technical service training courses at our Training Center in Houston, Texas.
• Providing technical support as required to the Field Service Teams in order to drive world class customer satisfaction.
• Responsible for triaging, coordinating, managing, and closing customer escalations; working closely with the Field Service and BU teams.
• Acting as a technical interface between HSW Business Unit and US Field Service organization for HSW modality.
• Tracking, monitoring, and communicating top reliability and serviceability issues as reported by the field.
• Providing guidance and input to Field Service team relative to siting, installations, tooling, test equipment and other areas required to provide high levels of customer service.

Education

• Associate’s Degree or bachelor’s degree in IT, Computer Science, Radiologic Technology, Health Information Management, or related field. 

Experience

• Minimum 3-5 years’ experience in healthcare IT, or medical imaging systems support (e.g., PACS, RIS, or DICOM-based software). 
• Deep understanding of installing, configuring, upgrading, and troubleshooting medical imaging software, workstations, and servers. 
• Hands-on experience setting up and managing remote server capabilities for diagnostics and support (e.g. VPNs, remote desktop/tools, secure remote access, and monitoring software.
• Field service / technical support experience in high tech medical imaging
• Working knowledge of DICOM standards, HL7 integration, radiology worklows, and image data transfer between modalities (CT, MRI, X-ray, etc.) and systems. 
• Team player, enjoys working with people and committed to providing excellent customer satisfaction
• Totally Customer focused with a passion for solving customer problems
• Ability to travel extensively throughout the US (75%) and international

Working Conditions: 

Magnetic Environment Exposure: 

This position requires working in an environment where strong magnetic fields may be present. Employees may be exposed to powerful magnets, electromagnetic equipment, or other devices that generate magnetic fields.    

Risk to Ferrous Metals in the Body: 

Due to the nature of the magnetic environment, employees must not wear or carry ferrous metals on their person while in the designated work area. This includes, but is not limited to, metal objects such as steel, iron, and other ferrous materials. Additionally, employees with implants, medical devices, or foreign objects containing ferrous metals within their body (e.g., certain surgical implants, pacemakers, or metal pins) may be at risk and must disclose any such conditions to their supervisor prior to starting work.  

Diversity, Equity, and Inclusion

United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.*Note: Relocation is not available for this role.