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Region Supt Spec - Computed Tomography (IN, IA, MO, IN, OH or MI) - req1495

OVERVIEW

Provide modality-specific technical service support within a prescribed zone to Customer Engineers (CE) for resolution of complex customer situations. Recommendations and actions should be focused to drive the Zone to technical self reliance. May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize CE dispatch avoidance. Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an Equal Opportunity Employer and reasonable accommodations will be considered.

RESPONSIBILITIES

This is remote, field based positoin. The ideal candidate will reside in any of the below listed locations, within the region.

Preferred locations: Indiana, Iowa, Missouri, Indiana, Ohio, Michigan

+ Provide on-site and phone support to CE to address installation, application and technical issues.

+ Provide first-level support in escalated issues. Escalate issues to Sr. Technical Support Specialist and/or National Technical Support (NTS) per protocol.

+ Participate in Technical Operations modality conference calls and ensure that zone CEs are fully informed of the latest information and developments.

+ Regularly reviews all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure zone CEs fully understand their content.

+ Participate in the installation of new products within the zone.

+ Support the Beta testing of Field Maintenance Instructions (FMIs) occurring within the zone. Monitor the status and facilitate the completion of all FMIs within the zone.

+ Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.

+ Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.

+ Conduct on-the-job-training within the zone to help develop a team of senior zone modality CEs to assist other CEs when the zone specialist is unavailable.

+ Define CE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.

+ Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).

+ Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.

+ Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front line staff. Network with other zones to share technical information.

+ Support zone service marketing efforts.

+ Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.

+ Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.

+ Escalates technical issues and inquiries, as needed.

+ Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.

+ Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate

+ Contributes to and generates knowledge articles per P&P.

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QUALIFICATIONS

+ Proven ability in developing and maintaining effective internal and external working relationships.

+ Must maintain active motor vehicle/driver's license from the state where the employee resides.

+ 4 Year / Bachelor's Degree BSEE degree or equivalent work experience in lieu of degree.

+ 5 years Servicing one or more of the following modalities: CT, Ultrasound, MR, Nuclear, and/or X-Ray/Vascular

+ 7 years Field service with medical diagnostic equipment.

+ Pay Information: Min $89,300 to Max $143,700 (Annual equivalency)

_About us!_

_Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family._