Technical Support Engineer, Medical Imaging

The Technical Support Engineer supports X-Ray products specializing in fluoroscopy. Provides direct support to customer service escalations through interfacing with Peers, Business Partners Field Engineers, Field Engineers, Operations and Development. The primary goal is to restore normal service operation as quickly as possible to minimize the adverse impact of incidents on our customer's business operations and drive actions with global service teams, Development and Operations to address systemic product issues. Champions the product and technology within our team and as such, is responsible for the application of knowledge across the organization. Participates as required in new product introductions and new product readiness activities.

1. Incident Handling and Product Performance

• Probes, guides, and helps all customers through troubleshooting, diagnosing, and resolving complex, critical issues independently and/or with peers.
• Responsible for collaborating and developing Technical Support Specialist I/II and Technical Support Engineerteam members to enhance their technical skillset and capabilities to resolve service events on their own.
• Responsible for service ticket ownership and collaborating with theirpeers to resolve customer issues. For customer service escalations, performs root cause analysis and collaborates withexternal functions such as manufacturing, parts, etc. when applicable.
• Communicates troubleshooting and issue resolution to customers. Ensures key items are communicated broadly withinService organization.
• Documents all investigation information within the service ticket for proper tracking.
• Accountable for appropriate service ticket management, including severity, continuous review of open service events and timelyclosure
• Utilizes appropriate tools and attempts to replicate customer's issues as needed to effectively resolve issues. (i.e., Remote Management System, Team Viewer, Simulator).
• Escalates to R&D when additional knowledge and expertise are required to resolve the customer incident.
• Identifies current product trends and analyzes the service data to understand major issues impacting product performance.
• Leads corrective and preventative action initiatives to improve reliability and serviceability of current products.
• Provides recommendations that enable product reliability and service cost efficiency improvements.
• Interfaces with Manufacturing and Operations to raise product and logistics issues and cooperates cross-functionally toaddress them.
• Responsible for Mod compliance by field operation
• Maintains and creates technical content, service bulletins and support documentation.

2. Knowledge Sharing and Training

• Accountable for service organization development both directly and through formal training(i.e., remote team members and field service)
• Responsible to manage and lead new product introduction/training to the organization as well as lead existing productdesign changes.
• Guides, Mentors and Oversees the creation of Knowledge Articles. Advises when formal documentation is required.
• Facilitates knowledge sharing forums via meetings, workshops, newsletters, and email.
• Support Trade shows.

• Bachelor's Degree or 5+ years of applicable on the job experience with deep understanding of X-Ray products and systems.
• Considered a Technical product expert in troubleshooting and providing solutions on Carestream manufacturedequipment OR has a unique skillset or expertise (i.e. Log Analysis for SW or Hardware, Network Troubleshooting).
• Proficient in Microsoft Operating Systems (Windows XP, 7, 10)
• As required, must be able and willing to travel to customer or product location to assist in resolution of escalated issues. (10-30%)

• Strong verbal and written customer communication and relationship skills.
• Independent, self-disciplined and ability to multi-task in a fast-paced environment.
• Team player who effectively collaborates across team, other functions, and leadership.
• Demonstrates a positive, adaptive, and resilient mindset.
• Customer Champion.
• Ability to work independently and seeks out appropriate expertise within Carestream to resolve problems and delivers solutions when warranted.
• Exhibit leadership through personal responsibility, accountability, and teamwork
• Ability to adapt and change quickly to resolve service events based on priority or pivot to offer the most effective help.
• Ability to assemble and lead a technical team with needed expertise to address product or process issues that affectcustomer experience with Carestream products.
• Requires minimal management direction in driving cross-functional work to resolve issues or take proactive actions
• Provides appropriate recommendation and guidance to leadership on major technical issues impacting a specific customeror our organization.

Hybrid role, working in our Rochester office with an option to work remotely 2-3 days per week.

Ability to travel to customer sites up to 30% .